Customer Journey Specialist

Overview

The Customer Journey Specialist is the front-line staff member responsible for ensuring a seamless customer experience. This includes greeting guests, managing inbound leads, and providing document follow-up support for all NeighborWorks Community Partners programs: Homeownership, Foreclosure Prevention, Apartment Rentals, Rehab, Lending, and Energy.

ESSENTIAL FUNCTIONS

Guest Intake & Reception

• Manage incoming customer calls, welcomes guests upon arrival, and assesses their needs.
• Facilitate customer intake by processing program applications and addressing inquiries about the application process.
• Assess leads to identify the most suitable program for their participation.
• Assist customers with document scanning and uploading their documents.
• Sort and distribute mail while keeping the distribution record.
• Process and Record weekly payments into the accounting system in compliance with Finance Procedures.

Property Management

• Handles incoming phone calls, records messages for the Property Manager, and processes mail by uploading and archiving tenant or property notices in both electronic and hard copy formats.
• Upload applications and documents to Property Management software and responds to online applicant inquiries and rental questions.

Tenant Interactions

• Process rental payments, applies them to PM software, and provides receipts.
• Manage tenant complaints, issues, and work orders, ensuring timely communication with the Property Manager.

ADDITIONAL DUTIES

• Support public outreach activities, as approved by the supervisor (e.g., Clean Sweeps or other events).
• Provide resources and materials to community partners or other special groups.
• Maintain marketing materials inventory; request re-prints as needed.
• Represent NeighborWorks® Community Partners in a manner that fosters the best possible relationships with potential customers, community partners, and external stakeholders.

EDUCATION & EXPERIENCE

• A minimum of an associate’s degree in communication, marketing, business, or related field. Graduate degree preferred.
• A minimum of two years’ experience in a similar and/or related work environment that utilizes customer service and sales techniques.
• Strong computer skills, including accomplished experience using the Microsoft Office Suite (Outlook, Excel, and Word), Salesforce (or a comparable Customer Relationship Management system), and Microsoft Windows operating system.
• Highly organized and comfortable managing multiple tasks simultaneously, without sustained supervision.

KNOWLEDGE, SKILLS & ABILITIES

• Demonstrate a passion for excellence in customer service; excels in a fast-paced, team-oriented environment.
• Exhibit highly developed analytical skills, utilized to identify patterns and discrepancies in data and process flow.
• Possess strong organizational skills and highly developed verbal and written communication abilities.
• Demonstrate a commitment to fostering inclusive and sustainable community growth through active engagement and collaboration with diverse stakeholders.
• Maintain reliable transportation and a valid Driver’s License.
• Bilingual in English/Spanish is a plus (but not required

Join us as a Customer Specialist where your contributions will make a significant impact on our customers' experiences!

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Niagara Falls, NY 14303 (Required)

Ability to Relocate:

• Niagara Falls, NY 14303: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $22