HOA - Customer Service Representative

About the role

This role serves as the primary liaison between residents, HOAs, and internal teams. You will ensure timely resolution of HOA-related issues, support compliance processes, and deliver exceptional service through clear communication and proactive problem-solving.

Responsibilities

• Review dashboards to identify required actions, prioritize tasks, and monitor aging items to prevent delays in curing violations or processing HOA requirements.
• Provide clear guidance to residents on HOA expectations and deadlines, obtain required documentation, and record all interactions and progress notes in Salesforce.
• Manage HOA-required tenant registrations and application submissions, partnering with internal teams to resolve discrepancies and ensure timely approvals for move-ins and access.
• Serve as the first point of contact for HOA-related property concerns, document issues, and coordinate resolutions that meet HOA expectations.
• Answer incoming calls using service principles and Genuine CARE, achieve performance targets for call handling, and escalate sensitive or complex issues while maintaining ownership of the resident experience.
• Maintain professional relationships with HOAs and management companies, and work closely with Compliance Coordinators, Leasing, OCS, and local market teams to support curing steps, application completeness, and resolution of escalated issues.

Requirements

• High School diploma or GED.
• Minimum four years of customer service and/or HOA/property management experience.
• Four-year degree or four years in property management or a related field preferred.
• Property Management experience preferred.
• ARM, CAM, CPM, or PCAM accreditations preferred.
• YARDI knowledge preferred.
• Familiarity with federal fair housing laws and applicable local housing provisions.
• Ability to multitask using a variety of IT platforms simultaneously.
• Proficiency in Microsoft software applications.
• Ability to solve problems constructively.
• Excellent customer service skills, both internal and external.
• Proficient verbal and writing skills.
• Excellent organizational skills and ability to multitask with accuracy.

Pay

The salary range for this position is $17.90 - $31.03 per hour, plus eligibility for an annual discretionary bonus. Actual compensation within the range will depend on skills, experience, qualifications, location, and applicable employment laws.

Benefits

• Annual bonus program.
• Health, dental, vision, and life insurance.
• Long-term and short-term disability insurance.
• Generous paid time off plans, including vacation accrual, sick time, standard holidays, and floating holidays.
• 401(k) with company matching contributions.
• Casual dress work environment.
• Team events and gatherings.