Entry Service and Administration

Overview

Avalon Bay 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 Avalon Bay 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 Avalon Bay a great place to work.

The Service & Administration Associate is responsible for handling administrative functions for multiple properties across the Avalon Bay portfolio. Associates must take ownership to personally address and resolve customer concerns in a timely and professional manner. Associates are responsible for providing exceptional customer service to residents by phone and various other digital forms of communication, such as email and Smart Rent.

Service associates are required to be trained in all administrative functions such as processing applications for leases, verifying renters’ insurance, handling access needs for keyless entry buildings, electronic delivery of legal notices, among others throughout the resident life cycle.

• Administer all duties related to administrative tasks amongst Community Support.
• Transcribing, assigning, completing Smart Rent tasks.
• Processing applications for new lease, roommate/guarantor add‑ons.
• Processing move‑ins, move‑outs and notice to vacate forms.
• Handle inbound and outbound calls and provide exceptional customer service.
• Handle noise related complaints from residents via phone, email and Smart Rent.
• Manage shared inboxes amongst multiple properties with timely responses to residents’ needs.
• Effectively utilize Salesforce to enter all interactions with residents.
• Partner with maintenance teams to process move‑outs and evictions.
• Process and verify renters’ insurance for expired or expiring policies managed properties.
• Assist with transfers, affordable housing inquiries and corporate housing inquiries.
• Coordinate service requests with appropriate community staff, partnering with maintenance and management to ensure follow‑through.
• Follow up with customers in all instances in a timely and professional manner.
• Timely and accurate completion of assigned touring related tasks and emails.
• Maintain all documentation in accordance with Avalon Bay policy and procedure.
• Work in a team environment with the Onsite Team.
• All other tasks as assigned by management.

• Possesses customer service knowledge and ability to deliver an exceptional customer experience, internally and externally.
• Utilizes written and verbal communication via email and/or phone to address resident concerns/needs during resident lifecycle.
• Listens and quickly develops rapport with residents/customers as demonstrated through past work experience.
• Successfully solves resident problems and concerns with minimal managerial oversight/assistance as demonstrated by past work experience.
• Reads and writes English with clear and concise written and verbal communications.
• Possesses basic arithmetic skills (measurement, addition, subtraction, multiplication and division) to perform basic calculations and analysis such as estimating, determining averages and percentages, proration and calculating totals as outlined under the Business Math Policy (8‑01) in the Avalon Bay Procedures Manual.
• Performs basic Microsoft Office applications such as word processing, spreadsheets, data entry and presentations.
• Demonstrates exceptional attention to detail and problem‑solving skills.
• Exhibits an ability and willingness to work on a flexible schedule.

• Hardwired desktop to internet router;
  Wi‑Fi is prohibited.
• Minimum internet…