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.

Full time

40

Virginia Beach, VA 23452

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.
• Transcribe, assign, and complete Smart Rent tasks.
• Process applications for new leases, roommate/guarantor add‑ons.
• Process 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 resident 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 on 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.
• Complete assigned touring‑related tasks and emails accurately and on time.
• Maintain all documentation in accordance with Avalon Bay policy and procedure.
• Collaborate in both in‑person and virtual team environments.
• Perform all other tasks assigned by management.

• Possesses customer service knowledge and ability to deliver 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 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.
• Performs basic Microsoft Office applications such as Word processing, spreadsheets, data entry, and presentations.
• Demonstrates exceptional attention to detail and problem‑solving skills.
• Ability and willingness to work a flexible schedule, including required weekend availability.

• Hardwired desktop to internet router;
  Wi‑Fi is prohibited.
• Minimum internet speed of 25 Mbps down and up.
• Dedicated workspace for desktops and minimum of two monitors set up at associate’s cost, unless otherwise required by law.
• Workspace that is secure, safe, quiet, and ergonomically sound.
• Associates are responsible for maintaining adequate business tools to perform job.
• Job may not be performed or moved to another dedicated workspace without…