Position Type: Full time
State: VA
City: Virginia Beach
Zip Code: 23452

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 Call Center Trainer develops and facilitates classroom training programs under the direct supervision of the department manager. The Call Center trainer is expected to assist with continued improvement of current curriculum, policy and procedure updates and the creation of new curriculum as needed to support the Third-Party Services department.  The focus of this position is facilitation and delivery of program curriculum for new and existing AvalonBay associates as well as our third-party services client’s performance.   

1.Delivers approved new hire and continuing education training with emphasis on customer service skills, Third Party Services product and process knowledge, as well as Third Party Services and AvalonBay policies and procedures.

2. Collaborates with the management in assisting with the transitioning of students from the training class to their new work environment and ensures competency levels meet business needs.

3. Developments and maintains associate training support materials, including department policy and procedures.

4. In collaboration with management, assists the Quality Assurance team in the quality improvement process.

5. Maintains current operational knowledge of workflows, policies, procedures and systems through taking calls, processing inventory, attending team meetings, side-by-side observations and conducting quality monitoring.

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, ability and training required.

Minimum Qualifications:

Education:

• Bachelor’s degree in education, Instructional Design OR equivalent preferred.

Experience:

• At least 1-3 years of experience training OR equivalent in a contact call center or shared services environment.
• 2-4 years of call center or shared services experience preferred.

Knowledge, Skills and Abilities:

• Possesses and demonstrates strong written and verbal acumen along with excellent communication skills for training delivery, including a dynamic and engaging classroom presence.

• Exhibits customer service knowledge and ability to deliver exceptional customer service.

• Uses resources creatively and adjusts to changes quickly and professionally.

• Reads and writes English as demonstrated by clear and concise written and verbal communications.

• Creates and delivers group presentations on function-related subject matter and writes reports in a clear, concise form.

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

• Possesses time management and organizational skills.

• Exhibits analytical and teamwork skills. Displays excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)

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

Travel:

• Ability to travel as needed to meet the needs of the client through in person, classroom training or continued course content as needed.

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

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

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 (https://www.avaloncommunities.com/california-personnel-privacy-notice/)

Job ID JR101832