Customer Experience Specialist

AvalonBay is proud to be named one of Glassdoor's Best Places to Work in 2018.

AvalonBay Communities is one of the nation’s leading Real Estate Investment Trusts (REITs), in the business of developing, redeveloping, acquiring and managing quality apartment communities in high barrier-to-entry markets of the United States. These markets are located in the Northeast, Mid-Atlantic, Southeast, Pacific Northwest and Northern and Southern California regions of the country. We currently own and operate approximately 50,000 apartment homes in the US and employ approximately 3,000 associates. We are currently looking for a strongassociate for our CustomerExperience call center group in our Customer Care Center in Virginia Beach, VA.

TheCustomer Experience Specialist is focused on enhancing the satisfaction and experiences of both our residents and community associate customers. Members of the Customer Experience Team will focus on building customer centricity, resolving issues requiring expedited resolution, assisting in the recovery from broken touch-pointsand performing in the role of customer or shareholder advocate. The Customer Experience Team will support thepoint-of-contact call survey process, respond to survey participants and work with AvalonBay business units to promote awareness/drive resolution of issues. The team members will participate in issue identification and root cause elimination activities related to the customer experience. Associates on the team will bring passion to their efforts to improve the customer journey and drive organizational success through our transformation in to a world class provider of the customer experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the requirements listed below are representative of knowledge, skills and or ability required.

1. High school diploma or equivalency (GED).
2. Excellent record of attendance and timeliness to work.
3. Two years experience in a contact call center or shared services center or fast paced office operations environment preferred.
4. Two years experience in a contact call center or shared services center or fast paced office operations environment. Excellent written and verbal communication skills.
5. Ability to analyze accounts including, but not limited to, charges from damages, accelerated rent, etc.
6. Superior time management and organization skills, including but not limited to demonstrated exceptional attention to detail.
7. Strong working knowledge of Microsoft Office Suite to include Word and Excel applications.
8. Ability to learn, comprehend and understand the navigation of multiple computer systems simultaneously.
9. Willing to work on a flexible schedule (some overtime may be required).

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 & 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 culture built on purpose and our core values -A Commitment to Integrity,A Spirit of Caring, andA Focus on Continuous Improvement

AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

AvalonBay is an Equal Opportunity Employer.

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