Customer Service Representative

AvalonBay Communities

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Customer Service Representative

Virginia Beach, Virginia

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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:

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 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 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:

Vivmark Residential 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.

Vivmark Residential 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.

Vivmark Residential 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.

Vivmark Residential 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 Vivmark Residential you accept the Vivmark Residential California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/ (opens in new window))

No Fees Notice & Recruitment Fraud Disclaimer:

Vivmark Residential is aware that there is recruitment fraud activity whereby scammers impersonate Vivmark Residential and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that Vivmark Residential will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. If you suspect that you are being contacted by a scammer impersonating our company, please report it immediately to our official HR Department (avalonbayhumanresources@avalonbay.com (opens in new window)).

Job ID JR107190

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"Given where technology is today and where AvalonBay wants to be, it makes me really excited about what we can create together, how we can affect change in the industry and the value we can unlock for both our customer and our business."

Rukus, Sr. Vice President and Chief Digital Officer

"I'm constantly challenged, pushed to think creatively, and I love that I am empowered to act like a business owner."

Darius, Maintenance Manager

"Everything is on the table. You determine your skills, opportunities and career development… but it helps to have a supervisor, mentor and company to support you."

Karen, SVP Corporate Initiatives

"Be curious and ask to be considered to work on projects outside of your comfort zone."

Jackie, SCP of Redev and Asset Management

"Given where technology is today and where AvalonBay wants to be, it makes me really excited about what we can create together, how we can affect change in the industry and the value we can unlock for both our customer and our business."

Rukus, Sr. Vice President and Chief Digital Officer

"I'm constantly challenged, pushed to think creatively, and I love that I am empowered to act like a business owner."

Darius, Maintenance Manager

"Everything is on the table. You determine your skills, opportunities and career development… but it helps to have a supervisor, mentor and company to support you."

Karen, SVP Corporate Initiatives

"Be curious and ask to be considered to work on projects outside of your comfort zone."

Jackie, SCP of Redev and Asset Management

"Given where technology is today and where AvalonBay wants to be, it makes me really excited about what we can create together, how we can affect change in the industry and the value we can unlock for both our customer and our business."

Rukus, Sr. Vice President and Chief Digital Officer

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