Call Center Trainer

Position Type: Full time

State: TX

City: San Antonio

Zip 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 Call Center Trainer facilitates delivery of training programs under the direct supervision of the Manager of Training & Quality Assurance. The Call Center trainer assists the Training Manager in the development of new curriculum. The Trainer Call Center delivers and facilitates approved 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 optimal associate performance.

Knowledge, Skills and Abilities:

• Delivers approved New Hire and continuing education training with emphasis on customer service skills, AvalonBay product knowledge, as well as AvalonBay policies and procedures.
• Collaborates with the Manager of Training & Quality Assurance, assists with the transitioning of students from the training to work environment, and ensures competency levels meet business needs.
• Assists the Manager of Training & Quality Assurance in the development and maintenance of associated training support materials.
• Under the direct leadership of the Manager of Training & Quality Assurance, assists the Quality Assurance team in the quality improvement process.
• Maintains current operational knowledge of workflows, policies, procedures and systems through taking calls, processing inventory, attending team meetings, side-by-side observations and conducting quality monitoring.
• All other tasks as assigned by the manager.

Minimum Qualifications:

Education:

• Bachelor’s degree in education, Instructional Design, Human Capital Development OR equivalent preferred.

Experience:

• At least 1-3 years of experience training OR equivalent in a contact call center or shared services environment.
• Minimum 2 years of call center or shared services experience preferred.
• Possesses excellent verbal communication skills for training delivery, including a dynamic and engaging classroom presence.
• Exhibits customer service knowledge and ability to deliver exceptional customer service.
• Uses resources creatively and adjusts to changes quickly and professionally.
• 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 Microsoft Office applications such as word processing, spreadsheets, and presentations.
• Possesses time management and organizational skills.
• Exhibits analytical and teamwork skills. Displays excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing).
• The trainer position is currently open and may be based in either our Virginia Beach, VA or San Anotnio, TX office **

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/)

Job ID JR104853

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