Customer Service Representative at AvalonBay Communities in LOC-10009-Virginia Beach Office

Job description

• 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.
• As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can't. At Vivmark, team members move up and across functions, markets, and disciplines, building lasting careers. We invest in team members’ growth, development, and capabilities that make them and us better, and we hold ourselves to the highest standard as an employer.
• The best people want to work here. We hope you're one of them.
• 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.

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.

Requirements

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

Skills

Required

• Experience with data entry

Benefits

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