Customer Service Representative

Customer Service Representative Position Type:

Full time Weekly Scheduled

Hours:

40

State:

Virginia City:

Virgina Beach Zip Code:23452

Total Base Pay Range:$35,100.00 - $47,600.00

Overview:

Vivmark Residential exists to set the mark for what home can be. Formed through the merger of Avalon Bay 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 Role:

The 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 Virginia Beach, Virginia office. This is a hybrid position.

Work schedule is typically Monday through Friday from 10:00am - 7:00pm EST.

Key Responsibilities:

Professionally and promptly service inbound and outbound calls

Communicate information in an empathetic, polite, and professional manner

Use active listening to understand customer concerns and provide clear, helpful solutions

Troubleshoot issues using available tools, resources, and multiple system workflows

Follow 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 account

Document interactions in the system accurately and thoroughly

Share feedback, trends, or recurring issues with supervisors to help improve the customer experience and ensure efficient operations

Actively 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 Qualifications:

High 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 skills

Basic math proficiency (addition, subtraction, multiplication, division)
Strong organizational and multitasking skills

Experience with data entry

Ability to navigate multiple systems simultaneously

Technical Requirements:

Minimum internet speed of 25 Mbps upload/download

Must be hardwired (Wi-Fi is not acceptable)
How Vivmark Supports You:

We 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.

Additional Info:

Avalon Bay 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.

Avalon Bay makes employment decisions without regard to a person s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth,…