Customer Service Specialist/Housing Navigator

Are you looking for a position at a mission-driven, innovative organization with great benefits? If so, join Boulder Housing Partners! We are a PERA employer and offer great public employee retirement benefits, health and wellness benefits, work-life balance, and flexible schedules.

We build, own, and manage affordable housing in the City of Boulder, bringing together staff and stakeholders from diverse backgrounds to accomplish a common goal.  

OVERALL JOB OBJECTIVE:

Under general supervision, the bilingual Customer Service Specialist/Housing Navigator is a role model in communicating courteously and responsively with BHP residents, the general public and co-workers. This position will focus on serving BHP customers by responding to phone calls, emails, and attending to people visiting the main office. This person will be trained to respond to questions related to unit availability, the application process, the recertification process, and other processes related to housing.

ESSENTIAL JOB FUNCTIONS:

1.         Primary duties include answering the phone, greeting the public, answering questions, and referring visitors to appropriate staff members and other departments as well as helping customers to navigate available housing options.

2.         Responsible for explaining housing programs, assisting applicants with housing applications and providing information about community resources as needed. 

3.         Responsible for entering data into Yardi, Survey Monkey, Excel, File Vision, Outlook, and Word documents as needed.

4.         Sorts and distributes incoming department mail.  Processes outgoing mail, including determining proper postage.

5.         Responds to inquiries from potential residents in a timely, professional, and engaging manner via telephone and walk-ins.

6.         Responsible for screening new applications for eligibility criteria and collecting all the necessary information to send to the Property Manager.

7.         Assists the Property Management Department with lease-ups when needed.

8.         Assists current tenants with basic tenant ledger questions.

9.         Creates cases for the Resident Services Department when necessary, using Yardi Case Manager.

10.       Promptly notifies appropriate staff of all emergency situations brought to the receptionist’s attention via telephone or direct notification, following established emergency procedures and policies.  

11.       Reports resident/family requests for maintenance promptly using proper procedures (maintenance/housekeeping work request cards, or via walkie-talkie if urgent matter).

12.       Distributes resident logs for relevant properties (telephone lists, out of building logs, emergency, and hospital logs), noting all changes promptly and correctly. 

13.       Responsible for maintaining Outlook Calendar for room reservations for relevant properties.

14.       Performs related duties as required by management to meet the needs of BHP.

Other possible administrative support functions:

1.      Assists with the mass mailing of materials to applicants, participants, and residents.

2.      Translates and updates forms, applications, flyers for front desk distribution.

3.      Enters data from housing applications.

4.      Provides general administrative support to all departments.

5.      Helps to produce and distribute resident information flyers.

6.      Works independently on assigned special projects.

7.      Types correspondence and other requested documents.

8.      Assists Team Lead with keeping inventory of office supplies and creating orders when necessary.

9.      Maintains a high level of professionalism and integrity; listens to questions and concerns, evaluates issues and possible solutions, works collaboratively with the Boulder Housing Partners team to address systemic problems; inspires confidence and respect; uses feedback from others to grow and develop.

10.  Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies, and procedures. Reports all accidents and damage to BHP property.

11.  Actively supports and upholds BHP’s stated mission and values. Optimizes the use of resources; responsible for knowing and complying with all BHP policies. Participates in professional training and development; and adheres to attendance and workplace attire policies.

Boulder Housing Partners is committed to hiring employees who provide excellent customer service. Our employees communicate courteously and responsively with the public and co-workers, are sensitive to diversity issues provide effective and efficient service to the public and co-workers and act with a high level of integrity and take responsibility for their words and actions.

COMPETENCIES: 

Interpersonal Skills – Commits to working with a wide array of people and adjusts to working in different situations and with people who have different styles. 

Peer Relationships – Quickly finds common ground and solves problems for the good of all. Solves problems with peers with a minimum of noise. A cooperative team player that easily gains trust and support of peers, encourages collaboration, can be candid with peers. 

Dealing with Ambiguity – Effectively copes with change, shifts gears comfortably, makes decisions without having the total picture, isn’t upset when things are up in the air, doesn’t have to finish things before moving on, and comfortably handles risk and uncertainty. 

Self-Knowledge – Commitment to continuous self-improvement. Understands that different situations and levels may call for different skills and approaches. Works to deploy strengths and aims to compensate for weakness and limits. 

Drive for Results - Reliable to successfully exceed goals. Consistently one of the top performers, very bottom-line oriented, steadfastly pushes self and others for results.  

Organizing – Ability to marshal resources (people, funding, material, support), and orchestrate multiple activities at once to accomplish a goal. Uses resources efficiently and effectively. Arranges information and files in a useful manner. 

Customer Service – Provides exemplary customer service to applicants, residents, community partners, and co-workers.

Communication Skills - Ability to convey verbally and in writing complex information in a professional, clear, and concise fashion using correct grammar and punctuation. Ability to navigate conflict and have difficult conversations with staff, peers, and residents.  Understands and practices the principles of active and effective listening. Strives to constantly improve communication skills. High level of attention to detail and accuracy.

Time Management - Strong organizational and prioritization skills. Practices regular, predictable attendance. High level of attention to detail and accuracy. Self-motivated, proactive, and resourceful.

REQUIRED QUALIFICATIONS:

2-3 years of experience providing exemplary customer service; bilingual in both written and spoken Spanish/English; experience working directly with customers with a variety of ethnic backgrounds and individuals with special needs, such as seniors and people with disabilities; experience in a fast-paced, multi-tasking environment, experience handling several customers at once; willingness and ability to be flexible with a variety of functions and timing; ability to maintain a positive attitude and reflect the values of excellent customer service, professionalism, and teamwork; be tech savvy and comfortable learning new software; strong time management and organization skills.

DESIRED QUALIFICATIONS:

Strong desire to work with the general public and older adults. Possesses excellent interpersonal abilities and meticulous attention to detail. Ability to: anticipate customer needs and provide services that are beyond customer expectations; quickly and decisively act in fast-changing, unpredictable situations; take initiative in tough situations; build immediate rapport, even when facing difficult or tense situations; work with input from others constantly and listen with empathy and concern.

HIRING RANGE: $20 - $23/hour DOQ

Applications will be accepted through January 10, 2025.

WHAT IT'S LIKE TO WORK WITH US:

We know our employees are our most important resource, in addition to rewarding and meaningful work we enjoy:

·         Medical, dental, vision health plans.

·         Retirement benefits that include PERA defined benefit plan plus 401k and 457 plans.

·         Paid life insurance.

·         Employee wellness program.

·         Long term disability

·         13 paid holidays per year plus vacation and sick leave.

·         Five paid Summer Fridays off

·         Excellent work-life programs, such as flexible schedules, training opportunities, and more.

MACHINES AND EQUIPMENT USED IN WORK INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

Typing level of 40 wpm; average to advanced computer skills with knowledge and experience using Excel, Word, Power Point, Internet, and data entry. Experience and skills using photocopy machine, facsimile machine, postage machine and calculators. Frequently uses standard office equipment including personal computers, scanners, calculators, printers, shredder machine, electronic date stamp, telephones, fax, and copy machines.

WORKING CONDITIONS:

Physical Demands: This position works in an office setting. Primarily sedentary work for 8+ hours per day. Physical work requiring the ability to lift a maximum of 20 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate personal computer and office equipment; vision for reading, recording and interpreting information; speech communication and hearing to maintain communication with employees and customers.

Work Environment: Works at a desk, primarily in a clean, comfortable, and fast paced environment.

BHP is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.