Associate Housing Specialist

AvalonBay Communities•Virginia Beach, VA

4d•Remote

About The Position

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 Associate Housing Specialist will be responsible for managing the leasing process for all current associates who take advantage of the associate housing benefit including but not limited to preparing all lease related paperwork in an accurate and timely manner, monitoring past due accounts and working with the associate to bring the account up-to-date in accordance with company policy, auditing data entered into information systems to ensure accuracy, explaining all lease documents, ensuring all documents are completed prior to move-in and/or renewal, maintaining customer service standards, responding to associate requests via inbound/outbound phone calls and/or emails and working with associates to minimize/resolve problems and complaints, applying all applicable AVB policies and procedures, and ensuring compliance with all federal, state and local laws, specifically Fair Housing regulations. Generate new and renewal leases timely; ensure offers are accurate and include best pricing possible. Assist with allocation of workload across the team. Services calls and emails with a high degree of decorum, professionalism, subject matter expertise, and empathy in accordance with service level guidelines. Effectively resolves conflict. Comply with productivity, documentation, and quality assurance requirements. Accurately complete processes and tasks. Actively participate in coaching, training, and personal development. Assist with projects as requested. Perform all duties in accordance with AVB Core Values and complete timely follow up. Adhere to the attendance guidelines outlined in the CSO Attendance and Punctuality Policy. Assists with other duties and tasks as assigned by the manager.

Requirements

Leasing experience
At least two years of experience in a call center or shared services center OR fast paced operations environment preferred
Possesses customer service knowledge and ability to deliver customer experience, internally and externally
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 analyses 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 and spreadsheets
Demonstrates attention to detail
Problem solving skills; ability to identify customer concerns, acknowledge with empathy and articulate solution for the concern with a focus on providing a one call resolution
Ability to multi-task; complete other administrative tasks while not on phone calls
Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed. These are the network requirements order to work remotely.

Nice To Haves

Some overtime may be required

Responsibilities

Managing the leasing process for all current associates who take advantage of the associate housing benefit
Preparing all lease related paperwork in an accurate and timely manner
Monitoring past due accounts and working with the associate to bring the account up-to-date in accordance with company policy
Auditing data entered into information systems to ensure accuracy
Explaining all lease documents
Ensuring all documents are completed prior to move-in and/or renewal
Maintaining customer service standards
Responding to associate requests via inbound/outbound phone calls and/or emails
Working with associates to minimize/resolve problems and complaints
Applying all applicable AVB policies and procedures
Ensuring compliance with all federal, state and local laws, specifically Fair Housing regulations
Generate new and renewal leases timely; ensure offers are accurate and include best pricing possible
Assist with allocation of workload across the team
Services calls and emails with a high degree of decorum, professionalism, subject matter expertise, and empathy in accordance with service level guidelines
Effectively resolves conflict
Comply with productivity, documentation, and quality assurance requirements
Accurately complete processes and tasks
Actively participate in coaching, training, and personal development
Assist with projects as requested
Perform all duties in accordance with AVB Core Values and complete timely follow up
Adhere to the attendance guidelines outlined in the CSO Attendance and Punctuality Policy
Assists with other duties and tasks as assigned by the manager