Entry Service and Administration

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. Position Type Full time Weekly Scheduled Hours 40 Location Virginia Beach, VA 23452 The Role 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 Administer all duties related to administrative tasks amongst Community Support. Transcribe, assign, and complete SmartRent tasks. Process applications for new leases, roommate/guarantor add‑ons. Process 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 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 on 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. Complete assigned touring‑related tasks and emails accurately and on time. Maintain all documentation in accordance with AvalonBay policy and procedure. Collaborate in both in‑person and virtual team environments. Perform all other tasks 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 analyses such as estimating, determining averages and percentages, proration, and calculating totals. Performs basic Microsoft Office applications such as Word processing, spreadsheets, data entry, and presentations. Demonstrates exceptional attention to detail and problem‑solving skills. Ability and willingness to work a flexible schedule, including required weekend availability. 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. 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. 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 (company‑wide recognition program celebrating associate efforts and successes). A 20% discount on our apartment homes. A culture built on purpose and our core values — Integrity, Caring, and 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, citizenship status, military or veteran status, or any other status protected by the law. AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law. Applications are being accepted on an ongoing basis. AvalonBay does not require or request that you provide any information that identifies your age, date of birth, or dates of school attendance or graduation. Please redact this information prior to the submission of your application and/or leave these fields incomplete on your application. For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice. #J-18808-Ljbffr AvalonBay Communities