Customer Service Representative

AVALON BAY COMMUNITIES, Inc.; Virginia Beach (VA); Hybrid; USD 35,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid vacation and holidays

Tuition reimbursement

Employee stock purchase plan

20% apartment discount

Job summary

AvalonBay Communities, Inc. is hiring a Customer Service Representative in Virginia Beach, VA. This full-time role supports an inbound call center with a hybrid work arrangement and a typical schedule from 10:00am–7:00pm EST, Monday–Friday.

The position focuses on account administration, payment processing, and issue resolution. Responsibilities include researching accounts, following protocols, and providing empathetic customer service.

Qualifications

• High school diploma or GED required.
• 1–3 years of customer service experience required.
• Previous hybrid work experience preferred.

Responsibilities

• Professionally and promptly service inbound and outbound calls.
• Document interactions in the system accurately and thoroughly.
• Assist customers with payment processing and navigating their customer portal account.
• Share feedback to help improve the customer experience and operations.

Skills

Customer service

English proficiency

Data entry

Organization

Multitasking

Education

High school diploma or GED

Job description

Customer Service Representative

Position Type: Full time

Weekly Scheduled Hours: 40

State: Virginia

City: Virgina Beach

Zip Code: 23452

Total Base Pay Range: $35,100.00 - $47,600.00

Overview

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

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 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 AvalonBay Supports You

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

We offer

• Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more.
• Growth based on achievement and promotion from within.
• Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, ‘AvalonBay’s Very Best’ recognition program and others!).
• A 20% discount on our incredible apartment homes.
• A culture built on purpose and our core values -A Commitment to Integrity,A Spirit of Caring, andA Focus on Continuous Improvement.

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/)