Customer Service Manager

AvalonBay Communities•Virginia Beach, VA

1d•Onsite

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 Customer Service Team Manager is responsible for ensuring the daily performance and timely achievement of all operational and administrative goals of the Customer Service Team within our Customer Service Center Department. This team includes phone and non-phone agents. In addition, the position will model and demonstrate leadership traits that contribute to effective teamwork and working relationships with all internal and external business partners and understand, embrace and communicate the values, goals and mission statement of AvalonBay Communities, the Customer Care Center, and the Customer Service Center Department.

Requirements

Minimum of two years supervisory experience in a contact call center or shared services center or fast paced office operations environment.
Customer service knowledge and ability to deliver exceptional customer service as demonstrated by prior work experience.
Ability to coach and train team members as demonstrated by prior work experience.
Ability to supervise remote team members.
Ability to read and write English as demonstrated by clear and concise written and verbal communications.
Demonstrated ability to create and deliver group presentations on function related subject matter and to write reports in a clear, concise form.
Ability to operate Microsoft Office applications such as Word, PowerPoint, and Excel at a level consistent with the essential functions of this job.
Time management, prioritization and organizational skills as demonstrated by prior work experience.
Analytical skills as demonstrated by prior work experience.
Teamwork skills as demonstrated by prior work experience.
Strong communication skills and attention to detail are essential.

Nice To Haves

High School diploma or equivalent (GED) and some college preferred.

Responsibilities

Communicate and ensure the daily implementation and achievement of all established performance standards and metrics for assigned team members.
Coordinate, supervise and direct the daily operations and on time completion of all deliverables assigned to the team.
Continuously track and report line group performance to ensure timely achievement of all goals.
Provide daily coaching, development, feedback and remedial training for all team members, and conduct quality reviews to ensure that all established performance metrics are achieved.
Ensure that a career development plan is established and implemented for all team members.
Recognize and reward Associate accomplishments and contributions.
Maintain a work environment that facilitates high job satisfaction and retention for all team members.
Introduce and champion new initiatives and processes that continually improve line group performance.
Handle escalated problems and calls that are beyond the capability or capacity of team members.
Responsible for recruiting, scheduling, work assignments, training and performance appraisals within area of responsibility; makes decisions or recommendations regarding personnel actions.
Other duties as assigned by Supervisor.