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3rd Party Customer Experience Associate

Virginia Beach, Virginia

3rd Party Customer Experience Associate
Position Type: Full Time
State: Virginia City: Virginia Beach
Zip Code: 23452
Brand: Corporate


Do you have a passion for creating compelling and meaningful customer experiences? Are you a champion for providing the best customer service? Are you a creative problem-solver and communicator? Do you want to get in at the ground level of growth and expansion in your city? If you’re a resounding yes, we want to talk to you.

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.

AvalonBay Communities, Inc. is one of the nation's leading Real Estate Investment Trusts (REIT's), in the business of developing, redeveloping, acquiring and managing quality apartment communities in high barrier-to-entry markets of the United States. These markets are located in the Northeast, Mid-Atlantic, Southeast, Pacific Northwest and Northern and Southern California regions of the country. We currently own and operate approximately 82,000 apartment homes in the US and employ approximately 3,000 associates.

Position may become fully remote if it qualifies for the Customer Care Center’s business continuity policy.

The Role

At AvalonBay, we’ve embarked on growth and expansion to enhance the way we serve our customers. We’re championing our organization’s core values -a Commitment to Integrity, a Spirit of Caring and a Focus on Continuous Improvement. And we’re looking for customer focused associates and future leaders to join our team!

The 3rd party Customer Support Associate supports all day-to-day tasks related to customer account administration for our 3rd party vendor(s) within AvalonBay’s inbound call center. This includes, but is not limited to, taking inbound calls, detailed account research, payment processing, and basic assistance with our customers websites (ie: online portal). Associates are responsible for resolving customer inquiries and issues related to payments, legal and prior resident. The Associate will also be responsible for working email boxes that pertain to our 3rd party customer(s) and completing monthly audits and adjustment items, which may include outbound calls to residents.

1.Professionally service all call queues, including, but not limited to inbound Frontline, Payment, Legal and SODA calls with professionalism and empathy. Effectively resolves conflict. Assist with account audits, emails, and adjustment items.

2.Complies with production efficiency and documentation requirements. Accurately checks processes and tasks through completion.

3.Actively participates in coaching, trainings, and personal development sessions.

4.Perform all duties in accordance with AVB Core Values and completes timely follow up.

5.Maintain schedule requirements to achieve Dept. adherence threshold.

6. All other tasks as assigned by the manager.

You Have...


• High school diploma OR equivalent (GED) required.


• At least two years of experience in a call center or shared services center OR fast paced operations environment preferred.
• A minimum of two years of experience in customer service required.

Knowledge, Skills and Abilities:

• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.

• 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 as outlined under the Business Math Policy (8-01) in the AvalonBay Procedures Manual.

• Performs basic Microsoft Office applications such as word processing, spreadsheets, and presentations.

• Demonstrates exceptional attention to detail.

• Problem solving skills; ability to identify customer concerns, acknowledge with empathy and articulate solution for the concern with a focus on providing a one call resolution.

• Ability to multi-task; complete other administrative tasks while not on phone calls.

• Exhibits ability and willingness to work on a flexible schedule.

Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed. These are the network requirements order to work remotely.

How AvalonBay Supports You

We know that our teams are the heart of our success and we’re committed to showing our appreciation.
We offer:

  • Comprehensive benefits – health, dental & 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.

AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.


Job ID 29295
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  • Customer Service, Virginia Beach, Virginia, United StatesRemove