What are the responsibilities and job description for the Call Center Trainer position at AvalonBay Communities?
Overview
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, Southeast, Pacific Northwest and Northern and Southern California regions of the country. We currently own and operate approximately 82,000 apartment homes in the US and employ approximately 3,000 associates.
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.
Position may become fully remote if it qualifies for the Customer Care Center’s business continuity policy.
Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed. These are the network requirements order to work remotely.
The Role
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 develop and facilitate adult classroom training in support of the Customer Support Operations department. The focus of this position development and 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:
1. Deliver New Hire and continuing education training with emphasis on customer service skills, AvalonBay product knowledge, as well as AvalonBay policies and procedures, both in person and virtually as needed.
2. Facilitate transition of students from training to work environment, ensuring competency levels meet business needs.
3. Partner with department leaders in curriculum design and modification. Make recommendations for ongoing training.
4. Assist in the development and maintenance of associated training support materials.
5. Mentor team members on best practices to promote career development and customer satisfaction.
6. Collaborate with Quality Assurance team to ensure training aligns with most up to date Quality Assurance requirements outlined by department.
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, ability and training required.
Education:
- Bachelor's 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 is strongly preferred.
- Two to Four years of call center or shared services experience is preferred.
- Experience in designing and developing training material is preferred.
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.
- Proven ability to learn new functions quickly.
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 will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.
AvalonBay requires all associates to be fully vaccinated against COVID-19 as a condition of employment unless a request for exemption as a reasonable accommodation has been approved.
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