Customer Service Coordinator

7 months ago

Ottawa, Canada Centretown Citizens Ottawa Corporation Full time

Job Title: Customer Service Coordinator

**About Centretown Citizens Ottawa Corporation (CCOC)**

CCOC is a community-based, tenant and member-directed, non-profit housing organization whose mission is to create, maintain and promote housing for low and moderate-income people. We value diversity, collaboration, inclusive and open decision-making, innovation, creativity, and sustainability.

**About this Amazing Opportunity**

The Customer Service Coordinator works as part of a team to provide tenant service, perform front desk reception duties, support key operations for multiple departments and contribute to the good functioning of the office.

**Your Responsibilities**

1. Provides tenant service and performs front desk reception duties by:

- Developing and maintaining positive relationships with tenants;
- Receiving, logging and responding to majority of tenant service requests;
- Giving out rental information, including information specific to affordable housing; providing information regarding the Registry and subsidized housing;
- Receiving rents and rent deposits and issuing receipts;
- Cutting keys, processing key payments and managing key returns;
- Managing the booking of meeting rooms; preparing meeting room rental packages, managing key distribution, deposits and payments;
- Listening to grievances and responding to complaints; referring inquiries to appropriate staff as needed;
- Upholding CCOC’s customer service standards for acknowledging and responding to messages in a timely manner.
- Collecting rent cheques from tenants and enter into Yardi.

2. Provides support to other departments by:

- Initiating work orders and purchase orders, scheduling staff or contractors to do the work and keeping track to ensure work is completed in a timely way; receiving purchase orders and initiating notices of entry as needed
- Referring complex and/or ongoing service requests to appropriate staff within Facilities Management Department and working with staff to ensure follow up
- Facilitating communication and coordinating between staff, contractors and tenants on an ongoing basis
- Managing guest parking, providing support to the Rental Department in the management of parking by tenants/applicants; receiving parking payments and issuing parking refunds
- Receiving and verifying documentation from tenants
- Managing bike parking agreements and maintaining accurate records of active bike parking permits
- Responding to emergencies by dispatching staff or contacting appropriate agency
- Recording pertinent information for reference
- Working directly with tenants and other departments to help maintain a high quality of life and sense of community

3. Contributes to good general functioning of the office workplace by:

- Performing beginning and end of day tasks to secure the office;
- Keeping the main reception area of the office clean and tidy;
- Managing the mail out functions, courier pickup and delivery; opening and distributing mail to appropriate department on a daily basis.

4. Performs other duties as requested by the Corporate Services Supervisor, the Director of Corporate Services, or the Executive Director.

This position supports the work of Centretown Citizens Ottawa Corporation, Centretown Citizens Housing Co-Operative and Cahdco (Centretown Affordable Housing Development Corporation).

**What you Bring to the Role**
- Secondary school diploma or equivalent
- 3 years of related work experience
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements
- Intermediate ability to use Microsoft Office Suite
- Advanced verbal and written communication in English
- Advanced verbal and written communication in French
- Knowledge of Yardi Voyager is considered an asset
- Works under occasional supervision and chooses the best approach to come to a solution.
- Able to maintain confidentiality of highly sensitive information and handle that information with discretion.

**Supervision and Decision Making**
- Considerable decision-making applied to the performance of tasks. Processes are supported by numerous, well-defined methods and established procedures.
- Provides regular guidance to other employees and has peer coordinating responsibilities
- Works under occasional supervision and chooses the best approach to come to a solution. Methods and procedures are numerous
- Moderate impact if errors are made
- Regular use of confidential information

**Working Environment**
- Interaction with internal colleagues involves receiving and settling transactions, and coordinating activities of other employees involved in doing similar work
- Interactions with external colleagues involves dealing with reasonably demanding interpersonal situations
- Moderate intensity of sensory effort is required, like constant use of computer screen
- Periods of moderate physical effort required (for example, constant use of computer screen)
- Some degr

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