Facilities Customer Service Coordinator

About Mobile Loaves & Fishes

Mobile Loaves & Fishes (MLF) is a social outreach ministry that has been empowering communities into a lifestyle of service with the homeless since 1998. Founded in Austin, Texas, the organization serves its homeless neighbors through three core programs: Truck Ministry, Community First! Village, and Community Works. Often referred to as the most talked about neighborhood in Austin, Community First! Village is a 51-acre master planned development that provides affordable, permanent housing and a supportive community for men and women coming out of chronic homelessness. We are now embarking on a new phase of community expansion, adding more than 1400 new neighbors over the next 5-10 years.

About the Role

The Facilities Customer Service Coordinator is a key new position within the Grounds & Facilities department at Community First! Village (CFV), a unique multi-unit residential property dedicated to offering homes and dignified work opportunities to CFV neighbors who have experienced chronic homelessness. This vibrant community features a diverse array of tiny homes, Park Model RVs, offices, commercial buildings, and other unique residences, accommodating over 500 community neighbors and staff members.

This role involves the administration, organization, and representation of various field staff within the Maintenance and Facilities teams. Key responsibilities include delivering excellent customer service through the proficient use of property and project management software tools. These tools are essential for handling maintenance requests, project updates, and a variety of daily functions in this dynamic environment.

This is a full-time, non-exempt position reporting to the Director of Grounds & Facilities. Hours are 8am-5pm or 7am-4pm Monday-Friday. Some nights and weekends may be required. The Facilities Customer Service Coordinator will office at Community First! Village that is located at 9301 Hog Eye Road, Austin, TX 78724.

Duties & Responsibilities

• Assures strong customer service to our staff and formerly homeless neighbors through a positive attitude and timely consistent communication
• Work directly with managers of different departments to assure all work and progress of work is being communicated to formerly homeless neighbors and staff
• Work with Property Management, Neighbor Care, Make Ready, and Construction departments to facilitate access and maintenance appointments to neighbors' homes
• Administer the day-to-day functions of property and project management software Appfolio and Asana
• Weekly updates of projects and work orders to Director of Grounds & Facilities
• Lead and administer a Space Steward Program and Transportation Steward Program through the staff
• Other Duties & Responsibilities as needed

Knowledge, Skills, Abilities & Principles

• MLF is a faith-based organization whose ideals and philosophy come directly from the Gospel of Jesus Christ. As an organization, we strive to reflect this precept in our communications, both internally and externally.
• Commitment to serving those who have experienced homelessness and personal alignment with MLF's vision, mission, core values, and goals.
• Bachelor's Degree in Business or Communications preferred
• 3 years of customer service experience preferred
• Proficient in Microsoft 365 including Outlook, Word, Excel, and Teams, for efficient communication, documentation, and collaboration
• Experience with Property Management Software a plus
• Strong, proven customer service skills
• General knowledge of vocabulary for building systems, homes and equipment a plus
• Ability to work effectively with difficult customers
• Strong leadership skills, with the ability to lead effectively even without direct authority
• Ability to multi-task and manage work across multiple subject areas simultaneously
• Analytical, fact-based problem-solving skills with the capability to implement solutions effectively
• Strong attention to detail with the ability to accurately assess and communicate demands to managers
• Ability to learn quickly and apply new knowledge to ongoing department advances
• Highly organized; ensuring that tasks and projects are managed efficiently and effectively.
• Ability to demonstrate collaboration, and respect across organizational interests
• Strong oral and written communication skills, with the ability to simplify complex problems for diverse audiences
• Agile and thoughtful, ability to quickly adapt to shifting priorities and handle the inherent ambiguity in the work
• Humility and an ability to empathize with both neighbors and staff
• Must have a valid driver's license

Work Environment & Physical Demands

• Work is performed indoors 50% in a climate-controlled environment and outdoors 50% in varying weather conditions.
• Ability to move about all phases of Community First! Villages
• Prolonged periods of sitting and working at a computer

Benefits

• Day one 100% Employer paid, Health, Dental, Vision, Life, STD & LTD Insurance
• Generous Paid Time Off & Holiday Pay
• Matching 401(k) Retirement Plan
• Corporate Discount Program
• Professional Development Opportunities
• Employee Assistance Program
• Paid Parental Leave
• Wellness Partnership Benefits

MLF PURPOSE / VISION

We empower communities into a lifestyle of service with the homeless.

MLF MISSION

We provide food and clothing, cultivate community, and promote dignity to our homeless brothers and sisters in need.

GOALS

• Transform the way people view the stereotype of those who find themselves homeless
• Reconnect the homeless to self, family and community
• Help the chronically homeless rediscover and utilize their God-given talents to do purposeful work
• Connect human to human, heart to heart through the fellowship of food and hospitality
• Inspire people into a lifestyle of abundance by giving their best first

BELIEF STATEMENTS

The vision is supported by belief statements centered on our belief that homelessness is the result of a profound, catastrophic loss of family:

• God, infinitely perfect and blessed in himself, in a plan of sheer goodness freely created man to make him share in his own blessed life
• By virtue of being created by God in His image, we are all called to live in community and relationship with Him through each other
• The family is the original cell of social life
• You shall love your neighbor as yourself
• All members of the human family are equal in dignity
• The Lord God took the man and settled him in the Garden of Eden to cultivate and care for it. Gen 2:15

CORE VALUES

MLF is committed to fostering a culture that prioritizes relational connection. We believe there is opportunity in every aspect of our work to be relational in a highly transactional world. In this culture, transactions are means to relational ends, not the other way around.​

​​This begins with the countercultural love poured out by Jesus Christ and grows as imperfect individuals strive to show this love to each other human-to-human, heart-to-heart.​

​​Each individual's openness to the journey of their own personal growth is essential in building our relational culture, and we believe this culture flourishes as we each continuously strive to more fully embody these four core values:

• Faith: We define Faith as the foundational belief that our world and all our work belong to God. This allows us to engage our work with joy and lightheartedness, knowing that we are not ultimately in control.
• Humility: We define Humility as rightly viewing oneself as a single piece of a grander story. This humility leads to a view of oneself that is neither too high nor too low.
• Generous Spirit: We define a Generous Spirit as a readiness to give more grace, mercy, and hospitality than is necessary or expected. This posture allows us to see others for who they are, not what they do.
• Integrity: We define Integrity as a wholehearted commitment to doing right by God, ourselves, and others. This wholeheartedness shows itself in consistently choosing honesty, responsibility and ownership in all actions and decisions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

MLF is committed to creating a diverse environment and is proud to be an equal opportunity employer. Personnel are chosen based on ability without regard to race, color, religion, sex, national origin, genetics, disability, marital status, or sexual orientation in accordance with federal and state law.