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Overview: |
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Come be part of an award-winning company! AvalonBay Communities is the proud recipient of the 2007 "Property Management Company of the Year" and the 2005 "Development Firm of the Year" awards, as presented by the National Association of Home Builders. AvalonBay, an S&P 500 company, is in the business of developing, redeveloping, acquiring, and managing luxury apartments in the multi-family housing industry. We are looking for enthusiastic, customer-service focused individuals to be a part of our award-winning team. So if you're looking for a rewarding career opportunity with the top property management organization in the country, we'd like to hear from you!
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Description: |
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AvalonBay Communities, Inc. is one of the nation's leading Real Estate Investment Trusts (REIT's), 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, 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 2,000 associates. We are currently looking for a strong Trainer for our Customer Service call center group in our Customer Care Center in Virginia Beach, VA.
The Call Center Trainer is responsible for facilitating delivery of and designing training programs which are specific to the needs of the AvalonBay Communities Customer Care Center processes and systems. The Call Center Trainer will effectively deliver and facilitate adult classroom training in support of the Customer Support Operations department. The focus of this position is facilitation and delivery of program curriculum for new and existing associates with the goal of ensuring optimum performance. Specific duties include but is not limited to:
Deliver New Hire and continuing education training with emphasis on customer service skills, AvalonBay product knowledge, as well as AvalonBay policies and procedures.
Facilitate transition of students from training to work environment, ensuring competency levels meet business needs.
Partner with department leaders in curriculum design and modification. Make recommendations for ongoing training.
Assist in the development and maintenance of associated training support materials.
Mentor team members on best practices to promote career development and customer satisfaction.
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, ability, and training required.
Education:
Bachelor degree in Education, Instructional Design, Human Capital Development or equivalent preferred.
Experience:
Must have a minimum of one to three years training experience or equivalent in a contact call center or shared services environment.
Two to Four years of call center or shared services experience.
Two years supervisory experience in a contact call center or shared services center or fast paced office operations environment.
Experience in designing and developing training material is preferred but not required, for assisting with the development of training manuals, job aides, tests, and classroom exercises.
Knowledge, Skills, Abilities:
Demonstrated presentation and facilitation skills with expertise in a variety of training concepts, practices and procedures.
Excellent verbal communication skills for training delivery, must have dynamic and engaging classroom presence.
Customer service knowledge and ability to deliver exceptional customer service as demonstrated by prior work experience.
Ability to creatively use resources and adjust to changes quickly and professionally
Ability to work independently with minimal supervision, but also in a team environment
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Requirements: |
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See above
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