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 di