AvalonBay Communities

Role Description The Associate Housing Specialist will be responsible for managing the leasing process for all current associates who take advantage of the associate housing benefit including but not limited to: - Preparing all lease related paperwork in an accurate and timely manner. - Monitoring past due accounts and working with the associate to bring the account up-to-date in accordance with company policy. - Auditing data entered into information systems to ensure accuracy. - Explaining all lease documents and ensuring all documents are completed prior to move-in and/or renewal. - Maintaining customer service standards and responding to associate requests via inbound/outbound phone calls and/or emails. - Working with associates to minimize/resolve problems and complaints. - Applying all applicable AVB policies and procedures and ensuring compliance with all federal, state and local laws, specifically Fair Housing regulations. - Generating new and renewal leases timely; ensuring offers are accurate and include best pricing possible. - Assisting with allocation of workload across the team. - Handling service calls and emails with a high degree of decorum, professionalism, subject matter expertise, and empathy in accordance with service level guidelines. - Effectively resolving conflict. - Complying with productivity, documentation, and quality assurance requirements. - Accurately completing processes and tasks. - Actively participating in coaching, training, and personal development. - Assisting with projects as requested. - Performing all duties in accordance with AVB Core Values and completing timely follow up. - Adhering to the attendance guidelines outlined in the CSO Attendance and Punctuality Policy. - Assisting with other duties and tasks as assigned by the manager. Qualifications - Qualified candidates must have leasing experience. - At least two years of experience in a call center or shared services center OR fast-paced operations environment preferred. - Possesses customer service knowledge and ability to deliver customer experience, internally and externally. - Reads and writes English as demonstrated by clear and concise written and verbal communications. - Possesses basic arithmetic skills to perform basic calculations and analyses. - Performs basic Microsoft Office applications such as word processing and spreadsheets. - Demonstrates attention to detail. - Problem-solving skills; ability to identify customer concerns and articulate solutions. - Ability to multi-task; complete other administrative tasks while not on phone calls. - Some overtime may be required. - Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed. Benefits - Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. - Growth based on achievement and promotion from within. - Associate recognition program that celebrates associate efforts and successes. - A 20% discount on our incredible apartment homes. - A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Role Description The Leasing Specialist will be a driving force in helping prospective residents find the best place to call home. They support community leasing by assisting and engaging prospective residents on their self-guided/virtual tours. They are responsible for all aspects of the centralized leasing process for multiple communities. - Administer all duties related to property tours, including virtual and self-guided, while providing stellar customer service and a positive experience for the prospective customer. - Engage and educate prospective customers about AvalonBay and answer any questions they may have using digital resources and other tools. - Promptly respond to pre tour, during tour, and post tour assistance needs. - Handle inbound and outbound calls per scheduled shift. - Conduct virtual tours with prospects (Audio and Video capabilities are required components for this position). - Professionally present and educate prospective residents on pricing, availability, layout, amenities, design and features of the community and brand, as well as the surrounding area/neighborhood. - Cross-sell potential prospects to other AvalonBay communities where needs can be met. - Address and resolve customer service concerns. - Accurately complete touring related tasks and emails, ensuring all data is entered into appropriate information systems in a timely manner. - Maintain all documentation in accordance with AvalonBay policy and procedure. - Work in a collaborative team environment with fellow team members and the on-site team. Actively participate in coaching, training, and personal development while visible on camera. Qualifications - Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally. - Utilizes sales skills to achieve leasing/sales targets as demonstrated by accomplishments in previous work experience. - Listens and quickly develops rapport with residents and prospective residents as demonstrated through past work experience. - Gathers and retains site specific knowledge of various communities within the portfolio to share with prospective residents. - Demonstrates an understanding of the Customer Experience Vision for each brand and what differentiates community from the competition, accurate knowledge of community inventory, pricing and availability as well as local community, neighborhood and areas of interest. - 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, and presentations. - Demonstrates exceptional attention to detail and problem-solving skills. - Exhibits ability and willingness to work on a flexible schedule. Requirements - This position requires evening and weekend availability. - Hardwired desktop to internet router, Wi-Fi is prohibited. - Minimum internet speed of 25 Mbps down and up. - Dedicated workspace for desktop and minimum of two monitors set-up at associate’s cost, unless otherwise required by law. - Dedicated workspace that is secure, safe, quiet, and ergonomically sound. - Associate responsible for maintaining adequate business tools to perform job. - Job may not be performed or moved to another dedicated workspace without manager and HR approval. Education - A high school diploma or equivalent (GED) is required. Experience - At least one year of experience in multifamily or related property management is preferred. - Experience in a sales position, particularly one requiring customer interaction is preferred. Software - Proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) is required. Benefits - Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. - Growth based on achievement and promotion from within. - Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization). - A 20% discount on our incredible apartment homes. - A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Entry Service and Administration Position Type: Full timeState: TexasCity: San AntonioZip Code: 78251 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 Service & Administration Associate is responsible for handling administrative functions for multiple properties across the AvalonBay 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 SmartRent. 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. Responsibilities - Administer all duties related to administrative tasks amongst Community Support. - Transcribing, assigning, completing SmartRent 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 SmartRent. - Manage shared inboxes amongst multiple properties with timely responses to resident’s 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 AvalonBay policy and procedure - Work in a team environment with the Onsite Team - All other tasks as assigned by management Knowledge, Skills and Abilities: - 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 analyzes such as estimating, determining averages and percentages, proration and calculating totals as outlined under the Business Math Policy (8-01) in the AvalonBay 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. Technical Requirements: - 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. - Dedicated 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 manager and HR approval. Education: - A high school diploma or equivalent (GED) is required. Experience: - At least one year experience in a call center, shared services center, or fast paced operations environment preferred. - At least one year experience in customer service or onsite resident service interaction. Software: - Proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) is required. Licenses/Certifications: - None required Training: - Satisfactory completion of AVB’s new hire orientation within 30 days of employment or the first training session offered after employment. - Any other applicable training assigned by the manager. How AvalonBay Supports You We know that our teams are the beating heart of our success and we’re committed to showing our appreciation. We offer: Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. Click on Benefits (https://jobs.avalonbay.com/benefits) for information. Growth based on achievement and promotion from within. 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 20% discount on our incredible apartment homes. A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement. 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/)