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 Third-Party Customer Support Associate supports day-to-day customer account administration for AvalonBay’s third-party vendor(s) within our inbound call center. Responsibilities include handling inbound calls, conducting detailed account research, processing payments, and assisting customers with online portal navigation. This role also involves email monitoring, monthly audits, and outbound calls to residents when needed.

Note: This is a hybrid position based in our Virginia Beach, VA office. It is not fully remote.

Key Responsibilities

• Handle inbound calls across multiple queues (Frontline, Payment, Legal, Prior Resident) with professionalism and empathy
• Resolve customer inquiries related to payments, legal issues, and prior resident accounts
• Conduct account audits and process adjustments
• Monitor and respond to third-party customer emails
• Complete monthly audits and adjustment tasks
• Participate in coaching, training, and development sessions
• Maintain schedule adherence and meet productivity standards

Minimum Job Qualifications

• High school diploma or GED (required)
• Minimum 2 years of call center or shared services experience preferred
• Minimum 2 years of customer service experience required
• Strong written and verbal communication skills
• Basic math proficiency
• Experience with Microsoft Office Suite
• Exceptional attention to detail and problem-solving skills
• Ability to multitask and perform administrative duties
• Flexible schedule availability

Technical Requirements

• Minimum internet speed of 25 Mbps upload/download
• Must be hardwired (Wi-Fi is not acceptable)

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 JR105114