Customer Service Representative

Equity Residential; Virginia Beach (VA); Hybrid; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid vacation and holidays

Housing discounts

Job summary

Vivmark Residential seeks a Customer Service Representative in Virginia Beach, VA. This full-time role is hybrid with typical hours 10:00am-7:00pm EST, Monday through Friday. You will handle inbound/outbound calls, assist with payments, document interactions, and follow procedures.

Strong English communication and data-entry skills required; 1-3 years in customer service preferred. Competitive benefits package including medical, dental, vision, 401(k) with company match, paid vacation and

Qualifications

• High school diploma or GED is required.
• 1–3 years of customer service experience.
• Hybrid work experience preferred.
• Strong English verbal and written communication skills.

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.
• 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.
• Participate in coaching, training, and personal development; ensure video presence when working from home.

Skills

Call center experience

English communication

Multitasking

Data entry

Navigate systems

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 Title

Customer Service Representative

Position Details

Position Type Full time

Weekly Scheduled Hours 40

State Virginia

City Virginia Beach

Zip Code 23452

Total Base Pay Range

$35,100.00 - $47,600.00

Location

This position is located in our Virginia Beach, Virginia office. This is a hybrid position. Work schedule is typically Monday through Friday from 10:00am - 7:00pm EST.

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

AvalonBay 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.

AvalonBay 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.

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

AvalonBay 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.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)