Administrative Operations and Customer Service Specialist

Boulder Housing Partners • Boulder, CO

21d • $22 - $25 • Onsite

About The Position

Under general supervision, the bilingual Administrative Operations and Customer Service Specialist 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.

Requirements

• 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

Nice To Haves

• 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.

Responsibilities

• 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.
• Take payments both in person and over the phone with 100% accuracy.
• Responsible for explaining housing programs, assisting applicants with housing applications and providing information about community resources as needed.
• Responsible for entering data into Yardi, Survey Monkey, Excel, File Vision, Outlook, and Word documents as needed.
• Sorts and distributes incoming department mail. Processes outgoing mail, including determining proper postage.
• Responds to inquiries from potential residents in a timely, professional, and engaging manner via telephone and walk-ins.
• Responsible for screening new applications for eligibility criteria and collecting all the necessary information to send to the Property Manager.
• Assists the Property Management Department with lease-ups when needed.
• Assists current tenants with basic tenant ledger questions.
• Creates cases for the Resident Services Department when necessary, using Yardi Case Manager.
• 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.
• Reports resident/family requests for maintenance promptly using proper procedures (maintenance/housekeeping work request cards, or via walkie-talkie if urgent matter).
• Distributes resident logs for relevant properties (telephone lists, out of building logs, emergency, and hospital logs), noting all changes promptly and correctly.
• Responsible for maintaining Outlook Calendar for room reservations for relevant properties.
• Assist residents and applicants with account creation for resident portals.
• Takes live emergency calls for the Maintenance Department and follows established emergency procedures.
• Creates and enters maintenance work orders, ensuring timely and accurate fulfillment.
• Works closely with the Maintenance Team and serve as a backup dispatcher when needed.
• Supports maintenance operations by coordinating information, documenting requests, and assisting with communication between departments.
• Performs related duties as required by management to meet the needs of BHP.
• Assists with the mass mailing of materials to applicants, participants, and residents.
• Translates and updates forms, applications, flyers for front desk distribution.
• Enters data from housing applications.
• Provides general administrative support to all departments.
• Helps to produce and distribute resident information flyers.
• Works independently on assigned special projects.
• Types correspondence and other requested documents.
• Assists Team Lead with keeping inventory of office supplies and creating orders when necessary.
• 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.
• 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees