Third Party Customer Service Manager

AvalonBay Communities • San Antonio, TX

20h • Hybrid

About The Position

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 Third-Party Customer Service Manager is responsible for ensuring that the customer service team supporting our third-party clients meets all operational and administrative goals. This includes overseeing the daily performance of a team that manages inbound phone calls and emails from residents, clients, and on-site leasing staff. This role requires strong leadership skills and a commitment to fostering a high-performing, collaborative team environment. The manager ensures all contracted service levels are consistently met—including quality, response time, and reporting requirements—while maintaining effective working relationships with internal teams and external business partners. The manager also champions initiatives that improve performance and supports the career development and engagement of all team members. This position will be located in our San Antonio, TX office. This is a hybrid position

Requirements

• High school diploma or GED (required)
• Minimum of two years supervisory experience in a contact call center or shared services center or fast paced office operations environment.
• Minimum 2+ years of experience in a in a call center, shared services center, or fast-paced operations environment (required)
• Strong English verbal and written communication skills
• Basic arithmetic proficiency (addition, subtraction, multiplication, division)
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Strong organizational skills and exceptional attention to detail
• Ability to multitask and manage administrative duties while supporting call operations
• Proven ability to maintain confidentiality and exercise good judgment
• Demonstrated experience coaching, training, and developing associates
• Ability and willingness to work a flexible schedule
• Strong problem‑solving skills and ability to deliver empathetic, one‑call resolutions
• Minimum internet speed of 25 Mbps upload/download
• Must be hardwired when working remotely (Wi‑Fi not acceptable)

Responsibilities

• Communicate and ensure daily achievement of performance standards, service levels, and client-specific contractual metrics.
• Coordinate and direct the daily operations of the team, ensuring timely completion of all deliverables.
• Recruit, schedule, onboard, train, and evaluate team members; make recommendations regarding personnel actions.
• Provide daily coaching, feedback, and development for all associates; conduct quality reviews to ensure performance and contractual compliance.
• Create, monitor, and support career development plans for all team members.
• Recognize and reward individual and team accomplishments.
• Foster a work environment that promotes job satisfaction, engagement, and retention.
• Introduce and champion new processes and initiatives to enhance operational efficiency and effectiveness.
• Handle escalated calls and issues beyond frontline team capabilities.
• Execute administrative responsibilities including scheduling, performance assessments, and oversight of work assignments.

Benefits

• Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED