Customer Service Manager

Overview 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 Role 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. Essential 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. Required Education, Experience, Knowledge, Skills, and Abilities 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 abilities required. Minimum of two years supervisory experience in a contact call center or shared services center or fast paced office operations environment. High School diploma or equivalent (GED) and some college preferred. 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 work a flexible schedule, including day and evening shifts, and some Saturdays. 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. 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 #J-18808-Ljbffr AVALON BAY COMMUNITIES, Inc.