Position Type: Full time
State: TX
City: San Antonio
Zip Code: 78251

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

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 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. Service associates are required to be trained in all administrative functions such as processing applications for leases, verifying renters’ insurance, handling access needs for keyless entry buildings, electronic delivery of legal notices, among others throughout the resident life cycle.

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

· Handle inbound and outbound calls and provide exceptional customer service

· Handle noise related complaints from residents via phone, email and SmartRent.

· Manage shared inboxes amongst multiple properties with timely responses to resident’s needs

· Effectively utilize Salesforce to enter all interactions with residents

· Partner with maintenance teams to process move outs and evictions

· Process and verify renters’ insurance for expired or expiring policies managed properties

· Assist with transfers, affordable housing inquiries and corporate housing inquiries

· Coordinate service requests with appropriate community staff, partnering with maintenance and management to ensure follow-through

· Follow up with customers in all instances in a timely and professional manner

· Timely and accurate completion of assigned touring related tasks and emails

· Maintain all documentation in accordance with AvalonBay policy and procedure

· Work in a team environment with the Onsite Team

· All other tasks as assigned by management

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.

· Successfully 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.

· Exhibits an ability and willingness to work on a flexible schedule.

Technical Requirements:

· 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.

· Job may not be performed or moved to another dedicated workspace without manager and HR approval.

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.

· Any other applicable training assigned by the manager.

Physical Activities Required:

· Dexterity: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

· Grasping: Applying pressure to an object with the fingers and palm.

· Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

· Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

· Repetitive motion: Substantial movements (motions) of the wrists, hands, and/or fingers

Physical Exertion Required:

· Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

· Visual Acuity Required: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.

How AvalonBay Supports You

· Taking that next step in your career is exciting! At AvalonBay, we empower our associates to achieve their professional goals while contributing to the growth and success of our organization. We believe in nurturing talent from within and providing opportunities for personal and career development.

· If you haven’t already discussed your application with your manager, please do so as soon as possible.

· As a continued associate of AvalonBay, you remain eligible to participate in the Company benefits package, which includes, but is not limited to, medical, dental and vision insurance.

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. Click on Benefits (https://jobs.avalonbay.com/benefits) for information.

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.

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/)

Job ID JR104511