Customer Success Advisor - Edmonton, Canada - Civida

Civida

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position:
Customer Success Advisor, CS2

Location:
Edmonton

Term:
Full-time, Permanent
At Civida, HOME is our focus.

We are the largest provider of social and affordable housing in the Edmonton area, managing over 4,500 social housing rental units and over 700 near market housing rental units.

We offer both townhouses and apartments throughout the city. We welcome the opportunity to provide our families and individuals with a safe and secure place to call home. Visit for more information.

Key Responsibilities:

Provide information to applicants, tenants and other stakeholders regarding the various housing and supplement programs, including advising on eligibility requirements, program components, the point score system and the waitlist.
Assist clients with filling out forms as needed.
Refer clients to other agencies and government programs as appropriate.
Accept documentation and enter information provided by clients into the information management system to ensure files are up to date.
Review rent adjustment information and prepare rent adjustments in accordance with standard operating procedures and legislation/regulations.
Process tenant requests relating to notice to vacate as required.
Ensure household information on file is up to date, confirming legal name, address and family composition.
Review ledgers to determine account balances for clients as needed; including reconciling simple accounts; payment arrangements and/or credits are forwarded to Housing Clerks. Assist with rent adjustments.
Assist with tenant maintenance inquiries, referring to appropriate staff on site.
Provide explanations of file activity to customers and define next steps, referring to appropriate staff as required.
Travel to onsite offices and support tenants or applicants who cannot access the main office. Support onsite teams with info sharing and ongoing communication.
Cover rotation for front reception desk assisting with customers' needs regarding booking appointments, signing in and dropping off paperwork.
Support customers who may need access to public computers available in the lobby.
Greet appointments and inform others in the organization if their guests have arrived.
Make coffee/tea and maintain the snack station.
Ensure mail and documents are delivered to support services as required. Support the mail support services team where needed.

Qualifications:

High school diploma is required.
Minimum of three (3) to four (4) years of customer service experience on the phone and in person.
Knowledge of other agencies and organizations to provide appropriate referrals for clients as required.
Knowledge of applicable legislation is preferred, including, but not limited to, the Rent Supplement Regulation, Social Housing Accommodation Regulation, Freedom of Information and Protection of Privacy Act, Alberta Human Rights Act and the Residential Tenancies Act and regulations.
Knowledge of social and language barriers, human behavior, family dynamics, health, mental health and addiction issues in dealing with a very diverse group of clients.
Ability to remain calm in challenging situations and focused on delivery of information and service, deescalating customers as necessary.
Ability to communicate effectively displaying empathy, patience and understanding.
Demonstrated active listening abilities.
Excellent organization and time management skills.
Strong computer skill set, ability to use Microsoft suite of programs and ability to learn other computer platforms. Experience in Yardi and Rent Café would be considered an asset.
This position may require a vehicle to travel to and from onsite offices and partnership organizations and service centers.

How to Apply
We thank all applicants for their interest. Only individuals selected for interviews will be contacted. The successful applicant will be required to undergo a Police Information Check.

Salary:
$54,700.00-$66,000.00 per year

Benefits: