Join the AvalonBay Communities Team as a Customer Service Representative
AvalonBay Communities, Inc., a leading equity REIT, is seeking a highly skilled and customer-focused Customer Service Representative to join our team in San Antonio, TX. As a key member of our inbound call center, you will be responsible for providing exceptional customer service, resolving customer inquiries and issues, and ensuring a positive experience for our residents.
About AvalonBay Communities
AvalonBay Communities, Inc. has a long-term track record of developing, redeveloping, acquiring, and managing distinctive apartment homes in some of the best U.S. markets. With a strong focus on creating a better way to live, we have established a leadership position rooted in our purpose of delivering outsized, risk-adjusted returns to shareholders. Our company culture is built on three core values: A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.
The Role
As a Customer Service Representative, you will be responsible for:
- Professionally servicing Frontline and Payment calls while providing stellar customer service and a positive experience for the resident.
- Actively participating in coaching, training, and personal development while visible on camera while working from home.
- Managing shift schedule requirements to ensure phone queue is supported per the associate's schedule. Attendance and punctuality to the shift schedule is critical.
- Conducting detailed account research, payment processing, requesting charge credits and debits, and basic assistance with company websites.
- Resolving customer inquiries and issues in a timely and professional manner.
Key Responsibilities
Customer Service
- Provide exceptional customer service to residents and customers via phone, email, and chat.
- Respond to and resolve customer inquiries and issues in a timely and professional manner.
- Ensure a positive experience for residents and customers, promoting a culture of customer satisfaction.
Account Administration
- Conduct detailed account research and analysis to resolve customer issues.
- Process payments, request charge credits and debits, and provide basic assistance with company websites.
- Maintain accurate and up-to-date records of customer interactions and transactions.
Communication and Collaboration
- Communicate effectively with residents, customers, and internal stakeholders via phone, email, and chat.
- Collaborate with cross-functional teams to resolve customer issues and improve overall customer experience.
- Participate in coaching, training, and personal development opportunities to enhance skills and knowledge.
Requirements and Qualifications
Essential Qualifications
- 1-3 years of customer service experience providing above-average service.
- Strong English verbal and written communication skills.
- Math skills, including addition, subtraction, multiplication, and division.
- Strong organizational skills, with the ability to multitask and prioritize tasks.
- Experience with data entry and Excel, with the ability to navigate between several systems simultaneously.
- A high school diploma or equivalency (GED).
Preferred Qualifications
- Previous remote work experience.
- Call center experience.
- Experience working in a fast-paced, dynamic environment.
Technical Requirements
- Must meet minimum Internet speed requirements of 25mbps upload and download hardwired.
- WiFi is not allowed.
What We Offer
Compensation and Benefits
- Competitive salary and benefits package.
- Comprehensive benefits, including health, dental, and vision insurance.
- 401(k) with company match and employee stock purchase plan.
- Paid vacation and holidays, with opportunities for tuition reimbursement.
Growth and Development
- Opportunities for growth and advancement based on achievement and performance.
- Promotion from within, with a focus on developing and retaining talent.
- Associate recognition programs, including destination awards and 'AvalonBay's Very Best' recognition.
Culture and Community
- A culture built on purpose and core values, with a focus on creating a better way to live.
- A 20% discount on our incredible apartment homes.
- A diverse and inclusive work environment, free of discrimination and harassment.
How to Apply
If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application.
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AvalonBay Communities is an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment.
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