Customer Service Manager Jobs

Overview

AvalonBay Communities is one of the nation’s leading Real Estate Investment Trusts (REITs), in the business of developing, redeveloping, acquiring and managing quality apartment communities in high barrier-to-entry markets of the United States. These markets are located in the Northeast, Mid-Atlantic, Southeast, Pacific Northwest and Northern and Southern California regions of the country. We currently own and operate approximately 50,000 apartment homes in the US and employ approximately 3,000 associates. We are currently looking for a strong Team Manager for our Customer Service call center group in our Customer Care Center in Virginia Beach, VA.

The Role

The Team Manager is responsible for ensuring the daily performance and timely achievement of all operational and administrative goals of the Customer Service Line Group. In addition, the position will model and demonstrate leadership traits that contribute to effective teamwork and working relationships with all internal and external business partners and understand, embrace and communicate the values, goals and mission statement of AvalonBay Communities, the Customer Care Center, and the Customer Support Operations Department

Duties & Tasks

• Communicate and ensure the daily implementation and achievement of all established performance standards and metrics for assigned team members.
• Continuously track and report line group performance to ensure timely achievement of all goals.
• Recognize and reward Associate accomplishments and contributions.
• Other duties as assigned by Manager.
• Responsible for recruiting, scheduling, work assignments, training and performance appraisals within area of responsibility; makes decisions or recommendations regarding personnel actions.
• Maintain a work environment that facilitates high job satisfaction and retention for all team members.
• Coordinate, supervise and direct the daily operations and on time completion of all deliverables assigned to the team.
• Introduce and champion new initiatives and processes that continually improve line group performance.
• Ensure that a career development plan is established and implemented for all team members.
• Handle escalated problems and calls that are beyond the capability or capacity of team members.
• Provide daily coaching, development, feedback and remedial training for all team members, and conduct quality reviews to ensure that all established performance metrics are achieved.

You Have...

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 and or ability required.

Required Education, Experience, Knowledge, Skills, And Abilities

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 and or ability required.

• Strong communication skills and attention to detail are essential.
• Time management, prioritization and organizational skills as demonstrated by prior work experience.
• Teamwork skills as demonstrated by prior work experience.
• Ability to read and write English as demonstrated by clear and concise written and verbal communications. Demonstrated ability to create and deliver group presentations on function related subject matter and to write reports in a clear, concise form.
• Ability to supervise remote team members.
• Ability to coach and train team members as demonstrated by prior work experience.
• Analytical skills as demonstrated by prior work experience.
• High School diploma or equivalent (GED) and some college preferred.
• Customer service knowledge and ability to deliver exceptional customer service as demonstrated by prior work experience.
• Ability to operate Microsoft Office applications such as word processing, presentations and spreadsheets at a level consistent with the essential functions of this job.
• Minimum of two years supervisory experience in a contact call center or shared services center or fast paced office operations environment.
• Ability to work a flexible schedule, including day and evening shifts, and some weekends.

How AvalonBay Supports You

We know that our teams are the heart of our success and we’re committed to showing our appreciation.

We Offer

• Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, ‘AvalonBay’s Very Best’ recognition program and others!).
• A culture built on purpose and our core values -a Commitment to Integrity, a Spirit of Caring, and a Focus on Continuous Improvement.
• Comprehensive benefits – health, dental & vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more!
• A 20% discount on our incredible apartment homes.
• Growth based on achievement and promotion from within.

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.

AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice