Call Center Trainer

Overview

Avalon Bay 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 Avalon Bay 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 Avalon Bay a great place to work.

The Call Center Trainer is responsible for facilitating the delivery of training programs under the direct supervision of the Manager of Training & Quality Assurance. This role supports the development of new training curriculum and delivers approved adult-learning classroom training in support of the Customer Support Operations department. The primary focus of this position is the facilitation and delivery of training programs for new and existing associates to ensure optimal performance and a high-quality customer experience.

This position will be located out of our Virginia Beach, VA office. This is a hybrid position.

• Deliver approved new hire and ongoing training programs with an emphasis on customer service skills, product knowledge, and company policies and procedures
• Collaborate with the Manager of Training & Quality Assurance to support the transition of associates from training to the production environment and ensure competency standards are met
• Assist with the development, maintenance, and continuous improvement of training materials and support resources
• Support quality improvement initiatives in partnership with the Quality Assurance team
• Maintain current operational knowledge by taking calls, processing transactions, attending team meetings, conducting side-by-side observations, and participating in quality monitoring activities
• Demonstrate strong facilitation skills with a dynamic and engaging classroom presence
• Adapt training delivery methods to changing business needs with flexibility and professionalism

• Bachelor’s degree in education, Instructional Design, Human Capital Development, or a related field preferred, or equivalent experience
• 1–3 years of training experience in a call center, contact center, or shared services environment, or equivalent
• Minimum of 2 years of call center or shared services experience preferred
• Excellent verbal and written communication skills
• Strong customer service knowledge with the ability to model best practices
• Ability to create and deliver group presentations and written reports clearly and concisely
• Proficiency in Microsoft Office applications, including Word, Excel, and Power Point
• Strong time management, organizational, analytical, and teamwork skills
• Demonstrated consulting skills, including critical thinking, problem-solving, decision-making, and influencing

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, ‘Avalon Bay’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.

Avalon Bay is proud to…