Resident Services Coordinator

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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 Coordinator Resident Service is responsible for implementing programs to address resident satisfaction with services provided during the renovation/rehabilitation process. This associate also responds to resident requests and inquiries and works to address resident concerns and issues in accordance with the company's customer service standards.

This position will require some travel to various regions in the Northeast including NY and MA.

Essential Job Functions:

• Communicates with residents to ensure residents are knowledgeable regarding community's services, operating procedures, and issues during renovation/rehabilitation process.

• Responds to resident requests, works with residents to minimize/resolve problems and complaints, and follows through to ensure issue is resolved.

• Coordinates resident service issues with appropriate community staff, such as maintenance, concierge, leasing, and management and ensures resident issues are resolved in a timely manner.

• Implements all applicable AVB policies and procedures and ensures compliance as needed.

• Ensures compliance with all federal, state, and local laws, specifically Fair Housing regulations.

Non-Essential Functions:

All other tasks as assigned by the manager.

Minimum Qualifications: 

Education:

• High School diploma or equivalent (GED) required.

Certification or Licensures:

• Valid driver's license and automobile insurance.

Experience:

• 0-1 year of multi-family leasing experience or in a customer service (e.g., hospitality, retail, etc.) organization.

Knowledge, Skills and Abilities:

• Reads and writes English as demonstrated by clear and concise written and verbal communications.

• Creates and delivers group presentations on function-related subject matter and writes reports in a clear, concise form.

• Performs basic arithmetic skills (measurement, addition, subtraction, multiplication, and division) to do basic calculations and analyses such as estimating, determining averages and percentages, and calculating totals as outlined under the Business Math Policy in the AvalonBay Procedures Manual.

• Performs basic Microsoft Office applications such as word processing, spreadsheets, and presentations.

• Frequently operates general office equipment such as, but not limited to, personal computer, telephone, photocopying machine, facsimile machine, and postage machine.

• Exhibits ability to frequently stand, walk, stoop, kneel, crouch, crawl, and climb (stairs, ladders, etc.).

• Occasionally operates motorized vehicles such as, but not limited to, a car, truck, van or golf cart.

• Frequently transports objects of up to 30 pounds across variable distances and possesses the necessary mobility and flexibility to store and retrieve packages from shelving.

Physical Demands:

• Normal office environment

Working Environment:

• Travel to various regions in the Northeast including NY and MA. Opportunities to travel to other regions as an RSC may present themselves.

• Overnight stays at various lengths of time up to several weeks at a time will be required.

• AVB accommodations at community under renovation and/or adjacent lodging to be coordinated with RS Manager & Construction Project Manager.

Training:

• Satisfactory completion of AVB's new hire orientation within 30 days of employment or the first training session offered after employment.

• Satisfactory completion of AVB's Managing a Customer Service Culture within 90 days of employment in the position or the first training session offered after employment in the position.

• Any other applicable training assigned by the manager.

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 ) 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.

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 )