Entry Service and Administration

Service And Administration

The Service & Administration Associate is responsible for handling administrative functions for multiple properties across the AvalonBay portfolio. Associates must take ownership to personally address and resolve customer concerns in a timely and professional manner. Associates are responsible for providing exceptional customer service to residents by phone and various other digital forms of communication, such as email and SmartRent. Service associates are required to be trained in all administrative functions such as processing applications for leases, verifying renters' insurance, handling access needs for keyless entry buildings, electronic delivery of legal notices, among others throughout the resident life cycle.

Responsibilities include:

• Administer all duties related to administrative tasks amongst Community Support.
• Transcribing, assigning, completing SmartRent tasks
• Processing applications for new lease, roommate/guarantor add ons
• Processing move-ins, move-outs and notice to vacate forms
• Handle inbound and outbound calls and provide exceptional customer service
• Handle noise related complaints from residents via phone, email and SmartRent.
• Manage shared inboxes amongst multiple properties with timely responses to resident's needs
• Effectively utilize Salesforce to enter all interactions with residents
• Partner with maintenance teams to process move outs and evictions
• Process and verify renters' insurance for expired or expiring policies managed properties
• Assist with transfers, affordable housing inquiries and corporate housing inquiries
• Coordinate service requests with appropriate community staff, partnering with maintenance and management to ensure follow-through
• Follow up with customers in all instances in a timely and professional manner
• Timely and accurate completion of assigned touring related tasks and emails
• Maintain all documentation in accordance with AvalonBay policy and procedure
• Work in a team environment with the Onsite Team
• All other tasks as assigned by management

Knowledge, Skills and Abilities:

• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
• Utilizes written and verbal communication via email and/or phone to address resident concerns/needs during resident lifecycle.
• Listens and quickly develops rapport with residents/customers as demonstrated through past work experience.
• Successfully solves resident problems and concerns with minimal managerial oversight/assistance as demonstrated by past work experience.
• 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 analyzes 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, spreadsheets, data entry and presentations.
• Demonstrates exceptional attention to detail and problem-solving skills.
• Exhibits an ability and willingness to work on a flexible schedule.

Technical Requirements:

• Hardwired desktop to internet router, Wi-Fi is prohibited.
• Minimum internet speed of 25 Mbps down and up.
• Dedicated workspace for desktops and minimum of two monitors set up at associate's cost, unless otherwise required by law.
• Dedicated workspace that is secure, safe, quiet, and ergonomically sound.
• Associates are responsible for maintaining adequate business tools to perform job.
• Job may not be performed or moved to another dedicated workspace without manager and HR approval.

Education:

• A high school diploma or equivalent (GED) is required.

Experience:

• At least one year experience in a call center, shared services center, or fast paced operations environment preferred.
• At least one year experience in customer service or onsite resident service interaction.

Software:

• Proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) is required.

Licenses/Certifications:

• None required

Training:

• Satisfactory completion of AVB's new hire orientation within 30 days of employment or the first training session offered after employment.
• Any other applicable training assigned by the manager.

How AvalonBay Supports You:

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 and 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 20% discount on our incredible apartment homes.

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

Additional Info:

AvalonBay 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.

AvalonBay 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.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice.