Customer Service Representative

Customer Service RepresentativePosition Type: Full timeWeekly Scheduled Hours: 40State: TexasCity: San AntonioZip Code: 78251Total Base Pay Range: $35,100.00 - $47,600.00Overview: Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America - one that continues to get better as it grows. And we're looking for people who want to help us do it.As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can't. At Vivmark, team members move up and across functions, markets, and disciplines, building lasting careers. We invest in team members' growth, development, and capabilities that make them and us better, and we hold ourselves to the highest standard as an employer.The best people want to work here. We hope you're one of them.The RoleThe Customer Service Representative is responsible for all day-to-day tasks related to customer account administration within our inbound call center. This includes, but is not limited to, detailed account research, resolving customer inquiries and issues, call routing, payment processing, requesting charge credits and debits, and basic assistance with company websites.This position is located in our San Antonio, Texas office. This is a hybrid position.Work schedule is typically Monday through Friday from 10:00am - 7:00pm EST.Key ResponsibilitiesProfessionally and promptly service inbound and outbound callsCommunicate information in an empathetic, polite, and professional mannerUse active listening to understand customer concerns and provide clear, helpful solutionsTroubleshoot issues using available tools, resources, and multiple system workflowsFollow company policies, established procedures, and service protocols to resolve needs. This may include account research and timely follow-up, routing calls to the appropriate teams, attempting to de-escalate, and escalation coordination.Assist customers with payment processing and navigating their customer portal accountDocument interactions in the system accurately and thoroughlyShare feedback, trends, or recurring issues with supervisors to help improve the customer experience and ensure efficient operationsActively participate in manager-led coaching, training, and personal development sessions. Must be visible on camera when working from home.Maintain shift schedule requirements to ensure phone queues are supported. Punctuality and adherence to shift schedule are critical.Minimum Job QualificationsHigh school diploma or GED (required)1–3 years of customer service experience providing above-average service (required)Previous hybrid work experience (preferred)Call center experience (preferred)Strong English verbal and written communication skillsBasic math proficiency (addition, subtraction, multiplication, division)Strong organizational and multitasking skillsExperience with data entryAbility to navigate multiple systems simultaneouslyTechnical RequirementsMinimum internet speed of 25 Mbps upload/downloadMust be hardwired (Wi-Fi is not acceptable)How Vivmark Supports YouWe know that our teams are the beating heart of our success and we're committed to showing our appreciation.We offer:A competitive benefits package that supports your health, financial well-being, and work-life balance, including medical, dental, and vision coverage, a 401(k) with company match, paid vacation and company holidays, and exclusive team member housing discounts.Vivmark Residential 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.Vivmark Residential 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.Vivmark Residential 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.Vivmark Residential 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 Vivmark Residential you accept the Vivmark Residential California Personnel Privacy Notice.No Fees Notice & Recruitment Fraud Disclaimer:Vivmark Residential is aware that there is recruitment fraud activity whereby scammers impersonate Vivmark Residential and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.Please note that Vivmark Residential will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. If you suspect that you are being contacted by a scammer impersonating our company, please report it immediately to our official HR Department.