Job Details

ID #4860829
Estado Alaska
Ciudad Anchorage / mat-su
Full-time
Salario USD TBD TBD
Fuente Alaska
Showed 2020-09-22
Fecha 2020-09-21
Fecha tope 2020-11-20
Categoría Empresa/mgmt
Crear un currículum vítae

Customer Care Supervisor (Anchorage)

Alaska, Anchorage / mat-su 00000 Anchorage / mat-su USA

Vacancy caducado!

Cook Inlet Housing Authority is a great place to work!

Our corporate family is a team of passionate, enthusiastic, dedicated and highly qualified people. Our work allows us to create innovative solutions to complex housing issues in our community. We create housing opportunities that empower our people and build our community.

We have a great benefits package which includes the Public Employee’s Retirement System (PERS), Supplemental Benefit System Annuity Plan (SBS), and employer paid Life/STD/LTD insurance, extremely affordable health coverage, generous PTO accruals, paid holidays, an educational reimbursement program, a great wellness program and 457 optional pre-tax deferrals.

If you are interested in the Customer Care Supervisor position and you have the expertise, skills and energy to match our mission to provide independence through housing, we encourage you to apply.

General Functions

Under the direction of the Manager of Housing Services, the Customer Care Supervisor supervises the Customer Care Specialists and oversees client intake processing while interacting with clients to provide information, application intake, and response to inquiries about Cook Inlet Housing Authority (CIHA) properties. This position is also responsible for designing and implementing processes and operational procedures for customer care and the intake function. As part of the Operations Leadership Team this position will provide regular reports of workflow and performance benchmarks.

Major Activities (Typical Duties/Responsibilities)

Provides excellent customer service to both internal and external customers.

Assesses client needs and provides information and/or application for services.

Reviews all prescreening files to confirm approval/denial status.

Reviews all appeals of denials with Manager, Housing Services and presents them to Operations Leadership Team for consideration.

Provides professional supervision of Customer Care Specialists to include training and evaluation.

Reviews responses to customer service survey and coaches staff as appropriate.

Respond and resolve customer care complaints and receive feedback on the customer care program.

Assists the Manager of Housing Services in the development of client related materials.

Provides recommendations to the Manager of Housing Services on possible revisions to current processes or policies.

Establishes and maintains a network of referral resource(s) for client needs.

Promotes CIHA housing programs and provides referrals to appropriate services.

Tracks walk-in traffic, electronic customer traffic, and flow patterns in order to provide routine reports.

Monitors and ensures timely response of calls to the marketing line, electronic inquires and wait times for walk in clients.

Provide assistance with customer care questions as needed. Prepares general correspondence as required.

Assists in the development of necessary verification forms and application materials.

Assists in scheduling applicant appointments.

Assists with knowledge management ensuring that the department receives appropriate applicant and tenant data.

Coordinates staffing of CIHA informational and marketing booths at various events including weekends.

Assist with lease up of new properties including marketing, mail outs and tracking

Performs other related duties as assigned.

Skills and Abilities

Ability to work with little supervision.

Demonstrated supervisory skills

Ability to effectively prioritize, coordinate and implement best practices and processes for great customer care.

Ability to establish and maintain positive working relationships with a wide variety of employees, management, and business professionals.

Ability to interact with a culturally and/or economically diverse demographic.

Ability to plan and determine work priorities, schedule, supervise and direct the work of Customer Care Specialists.

Ability to provide excellent customer service and communicate effectively verbally and in writing with clients, staff, and others.

Ability to read, analyze, and interpret CIHA policies and procedures, related

Federal and State regulations, and other compliance related documents if necessary.

Demonstrated understanding of CIHA eligibility requirements across the portfolio.

Knowledge of current office practices and procedures.

Proficiency in Microsoft office suite as well as TenMast or other property management software.

Education and Experience

Associates degree in business, property management or other real estate related field. Housing eligibility with customer service experience may be substituted on a year for year basis.

Four years’ experience working in customer service.

2 years supervisory experience preferred.

Current AK Driver’s license.

Please visit www.cookinlethousing.org to submit an application.

Cook Inlet Housing Authority provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. Employment preference is given to eligible and qualified Alaska Native or American Indian candidates to the extent required or permitted by applicable law.

Vacancy caducado!

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