Customer Service Representative

Equity Residential; San Antonio (TX); Hybrid; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid vacation

Company housing discounts

Job summary

Vivmark Residential in San Antonio, TX is seeking a Customer Service Representative to handle day-to-day account administration in our inbound call center. This hybrid role involves account research, resolving inquiries, payment processing, and assisting customers through our portals.

The position requires 1–3 years of customer service experience, a high school diploma, and strong English communication. Work hours are typically 11:00am–7:30pm CST, Monday through Friday, with benefits including

Qualifications

• High school diploma or GED required.
• 1–3 years of customer service experience providing above-average service.
• Experience in a hybrid work environment preferred.
• Call center experience and strong English verbal and written communication skills.
• Basic math proficiency and data entry experience.

Responsibilities

• Professionally service inbound and outbound calls.
• Communicate empathetically and professionally.
• Use active listening to understand customer concerns and provide solutions.
• Troubleshoot issues using available tools and system workflows.
• Process payments and navigate customer portals.
• Document interactions accurately in the system.
• Escalate and coordinate with teams when needed.
• Maintain schedule adherence and punctuality.

Skills

Customer service

Communication skills

Data entry

Call center experience

English proficiency

Education

High school diploma or GED

Job description

Overview

Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America - one that continues to get better as it grows. And we're looking for people who want to help us do it.

Job Description

Customer Service Representative

Position Type

Weekly Scheduled Hours

40

State

Texas

City

San Antonio

Zip Code

78251

Total Base Pay Range

$35,100.00 - $47,600.00

Overview

Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America - one that continues to get better as it grows. And we're looking for people who want to help us do it.

The Role

The Customer Service Representative is responsible for all day-to-day tasks related to customer account administration within our inbound call center. This includes, but is not limited to, detailed account research, resolving customer inquiries and issues, call routing, payment processing, requesting charge credits and debits, and basic assistance with company websites.

This position is located in our San Antonio, Texas office. This is a hybrid position.

Work schedule is typically Monday through Friday from 11:00am - 7:30pm CST.

Key Responsibilities

• Professionally and promptly service inbound and outbound calls
• Communicate information in an empathetic, polite, and professional manner
• Use active listening to understand customer concerns and provide clear, helpful solutions
• Troubleshoot issues using available tools, resources, and multiple system workflows
• Follow company policies, established procedures, and service protocols to resolve needs. This may include account research and timely follow-up, routing calls to the appropriate teams, attempting to de-escalate, and escalation coordination.
• Assist customers with payment processing and navigating their customer portal account
• Document interactions in the system accurately and thoroughly
• Share feedback, trends, or recurring issues with supervisors to help improve the customer experience and ensure efficient operations
• Actively participate in manager-led coaching, training, and personal development sessions. Must be visible on camera when working from home.
• Maintain shift schedule requirements to ensure phone queues are supported. Punctuality and adherence to shift schedule are critical.

Minimum Job Qualifications

• High school diploma or GED (required)
• 1-3 years of customer service experience providing above-average service (required)
• Previous hybrid work experience (preferred)
• Call center experience (preferred)
• Strong English verbal and written communication skills
• Basic math proficiency (addition, subtraction, multiplication, division)
• Strong organizational and multitasking skills
• Experience with data entry
• Ability to navigate multiple systems simultaneously

Technical Requirements

• Minimum internet speed of 25 Mbps upload/download
• Must be hardwired (Wi-Fi is not acceptable)

How Vivmark Supports You

We know that our teams are the beating heart of our success and we re committed to showing our appreciation.

We Offer

• A competitive benefits package that supports your health, financial well-being, and work-life balance, including medical, dental, and vision coverage, a 401(k) with company match, paid vacation and company holidays, and exclusive team member housing discounts.

Additional Info

Vivmark Residential is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

Vivmark Residential makes employment decisions without regard to a person s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

Vivmark Residential will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

Applications are being accepted on an ongoing basis.

Vivmark Residential does not require or request that you provide any information that identifies your age, date of birth, or dates of school attendance or graduation. Please redact this information prior to the submission of your application and/or leave these fields incomplete on your application.

No Fees Notice & Recruitment Fraud Disclaimer

Vivmark Residential is aware that there is recruitment fraud activity whereby scammers impersonate Vivmark Residential and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that Vivmark Residential will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. If you suspect that you are being contacted by a scammer impersonating our company, please report it immediately to our official HR Department ([e-mail]).