Customer Success Advisor

At Civida, home is our focus. As the largest provider of community and affordable housing in Edmonton, we manage a portfolio of over 5,300 community and affordable homes. We are dedicated to offering safe and affordable places to call home for the over 15,000 individuals and families we serve. Visit civida.ca for more information.

We are looking for a Customer Success Advisor to join our team. This position is integral to the customer experience and is often the face of the organization to customers and stakeholders. The Customer Success Advisor is responsible for providing service to clients, both applicants and tenants, in the customer experience area. Customer Success includes a full cycle service from answering calls, e-mails, customer walk-in's and appointments to preparing and processing applications, managing the waitlist and all general inquiries related. Receiving documentation from customers, supporting other internal departments, reviewing income information and supporting customer rent adjustments. This position often works with external stakeholders who attend the office to assist clients and must present themselves and material in a manner that meets the communication needs of a diverse population.

Key Responsibilities include:

• 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.
• Answer high volume of customer calls and e-mails. Respond to text and tenant portal. (Once established system is in place)
• Provide support and guidance by explaining the application of the relevant legislation and policies to program recipients and potential recipients.
• Assist clients with filling out forms as needed.
• Respond to inquiries regarding the various housing and supplement programs and application process in accordance with prescribed guidelines.
• 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 on-site offices and support tenants or applicants who cannot access the main office. Support on-site teams with info sharing and ongoing communication.
• Review application process and application forms with applicants, aiding in ensuring application is complete with required information.
• Review, evaluate, and prioritize applications in accordance with the Alberta Housing Act, and Corporation's policies and procedures, approving those qualifying for the housing and/or supplement programs.
• Support the Supervisor with maintaining an up-to-date record of incomplete applications, cancelling those that do not have information within the required period.
• 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.
• Other related duties as required.

Qualifications:

• High school diploma is required.
• Minimum of three (3) to four (4) years of customer service experience on the phone and in person.
• Post secondary degree and/or diploma preferred.
• Knowledge of trauma informed approaches required.
• 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 on-site offices and partnership organizations and service centers.

How to Apply

Interested applicants must send in a resume with a cover letter explaining why they are interested in the position and why they believe they would be a strong candidate.

This posting may be used to fill future vacancies.

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.

Send cover letter and resume to: Human Resources, email: careers@civida.ca

Job Type: Full-time

Salary: From $4,766.67 per month

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Experience:

• customer service: 3 years (required)
• social/community related support: 1 year (preferred)

Work Location: In person

Application deadline: 2024-02-09