Customer Experience Associate

AvalonBay Communities • San Antonio, TX

119d • Remote

About The Position

The Customer Experience Group associates are responsible for AvalonBay's online reputation management responses and recovering unsatisfactory customer service with our residents from after-call surveys and internal escalations. This includes, but is not limited to, detailed account research, payment processing, requesting charge credits and debits, and basic assistance with company websites. Associates are also responsible for resolving customer inquiries and issues. This position will be located out of our Virginia Beach, VA office or San Antonio, TX office. This is not a fully remote position. Work schedule is 5 weekdays from 9:00am to 5:30pm EST.

Requirements

• 1-3 years of customer service experience providing above average service required.
• Strong English verbal and written communication required.
• Math skills required. Must be able to add, subtract, multiply and divide.
• Strong organizational skills required.
• Ability to multitask.
• Experience with data entry and excel required.
• Must be able to navigate between several systems simultaneously.
• A high school diploma or equivalency (GED) required.
• Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed.

Nice To Haves

• Previous remote work experience preferred.
• Call center experience preferred.

Responsibilities

• Effectively and efficiently address resident inquiries; resolve conflict.
• Accurately complete assigned tasks timely.
• Partner with peers and manager on escalated issues.
• Actively participate in coaching, training, and personal development.
• Assist with projects as requested.
• Maintain all documentation in accordance with AvalonBay policies and procedures.
• Ensure all information provided to the residents is accurate and complies with regulatory and departmental requirements.
• Meet or exceed established follow up guidelines.
• Process resident phone payments in accordance with CSO policies and procedures.
• Meet established performance standards and metrics inclusive of Quality Assurance audits associated with work productivity, phone/email audits, etc.

Benefits

• Comprehensive benefits — health, dental and vision.
• 401(k) with company match.
• Paid vacation and holidays.
• Tuition reimbursement.
• Employee stock purchase plan.
• 20% discount on our incredible apartment homes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Real Estate
• Education Level: High school or GED