About Us
Invitation Homes purchases its first home in ___________.
Phoenix
The ______________ houses a wealth of information for Invitation Homes’ customers. This site can be leveraged as a resource for customers.
Invitation Homes website
TRUE or FALSE: Changing air filters is Invitation Homes' responsibility.
FALSE
If the interaction involves a specific issue or problem (vs a general inquiry), we _____________.
Create or update a Property Issue
What is the proper INVH opening spiel?
Thank you for calling Invitation Homes. My name is <NAME OF ASSOCIATE>. How may I help you?
The Invitation Homes' mission statement is _________________________.
Together with you, we make a house a home.
________ is our business phone system. We utilize this for calling, messaging, and meeting with teammates, customers, and everyone in between.
RingCentral
Heating, ventilation, and air conditioning air filters are required to be replaced by residents every ___________.
three months
PI record status should remain _______ unless it is Closed - Resolved due to FCR
New
______________ transfers are more personable and involve transferring customers to a live person. This provides the opportunity for an associate to "debrief" the recipient before bridging the call with the customer.
warm
What is the name of Invitation Homes' CEO?
Dallas B. Tanner
___________ is a customized online system used to supplement Yardi Voyager for managing leasing data and workflow.
Salesforce
Residents have a "grace period" of ____________ to provide proof of coverage at the onset of a new lease, after the expiration of an annual policy, and after receiving a Notice of Cancellation for non-payment of premiums.
7 days
If the customer's movement date is beyond 60 days the question "Is follow-up required?" will be tagged as "NO". What will happen to the status of the Lead Record?
Closed - No Follow-up Needed
What are the three pieces of information we need to verify INBOUND callers prior to disclosing information specific to a leaseholder or former leaseholder, such as account balance, lease details, deposit refund, etc.?
Authentication requires the a) customer's full name, b) current (or former) INVH street address, and c) either the phone number OR email on file with Invitation Homes.
The statement, "We always find a way to innovate and deliver", refers to what IH Core Value?
Continuous Excellence
____________ accounting and payment system of record. All details pertaining to an applicant/resident’s payment information, such as an application, application fee, resident ledger, etc., are stored here.
Yardi Voyager
With proper documentation, ____________ animals are exempt from any rent, fees, deposits, breed restrictions, and insurance requirements.
service and/or assistance
The _________ record captures information about prospective residents and is how our Leasing Experience Specialists keep track of customers who are potential future residents.
IH Leads
Give at least 3 types of calls/concerns that are being directed or assigned to an LES.
Application
Housing Assistance Application (HAP) or Section 8
Move In Date
Qualification requirements or policies
Property inquiries (e.g., availability, features, location, alternative properties, etc.)
Renewals
Tours
Unshakeable Integrity means __________________.
We hold ourselves accountable to act with honesty, trust, and respect.
___________ is both the Applicant and Resident Portal for all of Invitation Homes. This site provides Future Residents with the ability to apply for homes and current Residents access for making payments.
RENTCafé
Name the 4 ProCare visit names.
Move-in Orientation, 45-Day Follow-Up, 6-Month Checkups, Move-Out Consulation
Former Resident is calling in disputing their security deposit refund. What Nature of Issue should we select when we create the PI record?
Deposits
HEART is an acronym for our approach to Genuine Care. What does HEART stand for?
H - HEAR the customer out. In other words, listen intently.
E - EMPATHIZE by trying to put yourself in their shoes.
A - APOLOGIZE or offer condolences.
R - RESOLVE the problem as best as possible once you have a better understanding of their situation.
T - THANK the customer for being a resident and reaching out for help and/or to provide feedback.