Entry Service and Administration

About the role

The Service & Administration Associate is responsible for handling administrative functions for multiple properties across the AvalonBay portfolio. Associates must take ownership to personally address and resolve customer concerns in a timely and professional manner. Associates are responsible for providing exceptional customer service to residents by phone and various other digital forms of communication, such as email and SmartRent.

Responsibilities

• Administer all duties related to administrative tasks amongst Community Support.
• Transcribing, assigning, completing SmartRent tasks
• Processing applications for new lease, roommate/guarantor add ons
• Processing move-ins, move-outs and notice to vacate forms
• Handling inbound and outbound calls and providing exceptional customer service
• Handling noise related complaints from residents via phone, email and SmartRent.
• Managing shared inboxes amongst multiple properties with timely responses to resident’s needs
• Effectively utilizing Salesforce to enter all interactions with residents
• Possessing customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
• Utilizing written and verbal communication via email and/or phone to address resident concerns/needs during resident lifecycle.
• Listens and quickly develops rapport with residents/customers as demonstrated through past work experience.
• Solves resident problems and concerns with minimal managerial oversight/assistance as demonstrated by past work experience.
• Reads and writes English as demonstrated by clear and concise written and verbal communications.
• Possesses basic arithmetic skills (measurement, addition, subtraction, multiplication, and division) to perform basic calculations and analyzes such as estimating, determining averages and percentages, proration and calculating totals as outlined under the Business Math Policy (8-01) in the AvalonBay Procedures Manual.
• Performs basic Microsoft Office applications such as word processing, spreadsheets, data entry and presentations.
• Demonstrates exceptional attention to detail and problem-solving skills.
• Ability and willingness to work a flexible schedule, including required weekend availability.

Knowledge, Skills and Abilities

• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
• Utilizes written and verbal communication via email and/or phone to address resident concerns/needs during resident lifecycle.
• Listens and quickly develops rapport with residents/customers as demonstrated through past work experience.
• Solves resident problems and concerns with minimal managerial oversight/assistance as demonstrated by past work experience.
• Reads and writes English as demonstrated by clear and concise written and verbal communications.
• Possesses basic arithmetic skills (measurement, addition, subtraction, multiplication, and division) to perform basic calculations and analyzes such as estimating, determining averages and percentages, proration and calculating totals as outlined under the Business Math Policy (8-01) in the AvalonBay Procedures Manual.
• Performs basic Microsoft Office applications such as word processing, spreadsheets, data entry and presentations.
• Demonstrates exceptional attention to detail and problem-solving skills.
• Ability and willingness to work a flexible schedule, including required weekend availability.

Technical Requirements

• A hardwired desktop to internet router, Wi-Fi is prohibited.
• Minimum internet speed of 25 Mbps down and up.
• Dedicated workspace for desktops and minimum of two monitors set up at associate’s cost, unless otherwise required by law.
• Dedicated workspace that is secure, safe, quiet, and ergonomically sound.
• Associates are responsible for maintaining adequate business tools to perform job.

Education

A high school diploma or equivalent (GED) is required.

Experience

At least one year experience in a call center, shared services center, or fast paced operations environment preferred.

At least one year experience in customer service or onsite resident service interaction.

Software

Proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) is required.

Licenses/Certifications

None required

Training

Satisfactory completion of AVB’s new hire orientation within 30 days of employment or the first training session offered after employment.

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, and A 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.

Applications are being accepted on an ongoing basis.

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/)