Customer Relations Specialist

Inlivian•Charlotte, NC

5d•Onsite

About The Position

INLIVIAN is seeking an enthusiastic, customer-focused Customer Relations Specialist (CRS) to provide service to residents, applicants, visitors, staff, contractors, community partners, and the general public. The position serves as a primary point of contact at INLIVIAN’s Administrative Office, facilitating lobby operations and handling a high volume of questions, concerns, and complaints in person, by telephone, and by email. The CRS listens respectfully, investigates and resolves issues where possible, provides information about housing programs and agency services, and refers or escalates matters as appropriate. The role also serves as an alternate to customer care associates. The CRS provides clerical and administrative support to the Call Center, maintains customer records and documentation, processes application updates, coordinates appointments and warm handoffs, and assists with office supply requests and special projects. The employee follows established policies, procedures, and regulations, exercises judgment in resolving familiar issues, and seeks supervisor guidance when needed. Work is reviewed regularly for accuracy, timeliness, policy compliance, and achievement of objectives. The position affects client relationships and the public’s perception of the organization. The role is principally sedentary in an office environment. It may involve kneeling, crouching, bending, stooping, pushing, pulling, lifting files or supplies, and using office equipment. The employee must be able to sit and/or stand for up to eight hours at a time, work with computers and other office equipment, and perform duties in an environment that can include increased work-related stress. Reasonable accommodations may be requested for physical requirements. The employee must maintain a high degree of confidentiality and regularly participate in continuous improvement and education.

Requirements

High school diploma or GED.
At least two years of experience as a receptionist or customer service representative; customer service, reception, and administrative support experience are identified as relevant.
Equivalent combinations of education and experience may be considered.
Possess a valid State of North Carolina or South Carolina driver’s license.
Regularly participate in continuous improvement and education.
Work with the highest degree of confidentiality.
Knowledge of general office practices and procedures, business English, and arithmetic.
Ability to operate computer equipment, applicable Agency software, and general office machines.
Ability to communicate clearly and concisely, orally and in writing.
Ability to handle sensitive and confidential information effectively.
Ability to understand and follow moderately complex written and oral instructions.
Ability to meet and deal tactfully and courteously with the public.
Ability to sit and/or stand for up to eight hours at a time and perform the described office-related physical duties.
Ability to establish and maintain effective working relationships and perform essential functions in an environment that may include increased work-related stress.

Nice To Haves

An equivalent combination of education and experience may be considered.

Responsibilities

Monitor the front desk and reception area at INLIVIAN’s Administrative Office.
Answer telephone calls and receive walk-in visitors; provide courteous service to applicants, residents, landlords, community organizations, property owners, agents, staff, contractors, and the public.
Respond to questions about housing programs, agency services, the admissions process, application status, and rent payments; refer or escalate matters as needed.
Investigate customer concerns, clarify issues, provide and implement solutions, and escalate unresolved issues to ensure resolution.
Provide clerical and administrative support to the Call Center, including recordkeeping, document generation, data tracking, telephoning, mailing, and filing.
Ensure adequate supplies of forms and flyers are available for housing applicants.
Identify departmental administrative needs and develop appropriate solutions or recommendations.
Document communications with tenants, landlords, and applicants in appropriate locations.
Process application updates, update information in appropriate locations, and communicate with applicants as required.
Determine customers’ needs, provide warm handoffs to appropriate staff or departments, and schedule appointments when necessary.
Respond to and escalate customer-service-related emails as required.
Compile and submit office supply requests to the supervisor.
Assist executive staff and other departments with special projects as required.
Complete other related duties as assigned.