Engagement Service Coordinator

3 weeks ago

Detroit, United States Detroit Housing Commission Full time

We are seeking a dynamic and motivated Engagement Service Coordinator to join our team. The ideal candidate will be responsible for enhancing customer engagement and ensuring exceptional service delivery across all channels. The Engagement Service Coordinator will work closely with various DHC Mixed-Finance communities to create and implement strategies that drive customer satisfaction and enhanced experiences. Additionally, all other duties as assigned   EDUCATIONAL REQUIREMENTS  •    High School Diploma/GED obtained.  Bachelor's degree preferred. •    An equivalent combination of education, training, and experience may be considered.   EXPERIENCE REQUIREMENTS •    2 years or more experience in customer service, engagement, collaboration with community stakeholders.  •    2 years or more experience delivering outstanding customer service and creating positive experiences to families with children and the elderly and disabled clients. •    2 years or more experience designing and implementing programs that enhance the overall customer experience. OTHER REQUIREMENTS •    Must have or be able to acquire a valid state driver's license •    Must pass federal, state, and local criminal investigation clearances, and pass a drug screening test administered by the Commission or its designated provider •    Must be insurable under the agency's insurance policy KNOWLEDGE     •    Knowledge of HUD programs, requirements, and policies/procedures preferred         •    Knowledge of organization's structure, policies, and procedures             •    Knowledge of social service delivery systems         •    Knowledge of community service and self-sufficiency programs             •    Knowledge of basic office practices, procedures, and equipment         •    Knowledge of standard office procedures, filing, and standard office equipment, including computer, fax, copier, telephone system •    Knowledge of the principles and practices of social work, case management, home ownership, career counseling and the service delivery             REQUIRED SKILLS •    Excellent communication and interpersonal skills.     •    Strong analytical and problem-solving abilities. •    Proven ability to manage multiple projects and priorities effectively. •    Proficiency in customer relationship management (CRM) software and Microsoft Office Suite. •    Experience with social media platforms and content management systems is a plus.     •    Passionate about delivering outstanding customer service and creating positive experiences. •    Highly organized with keen attention to detail. •    Adaptable and able to thrive in a fast-paced environment. •    Strong team player with a collaborative mindset.      SUPERVISORY RESPONSIBILITIES NONE   REPORTS TO Resident Services Manager    ESSENTIAL JOB FUNCTIONS  •    Monitor and analyze customer feedback, trends, and metrics to identify opportunities for improvement. •    Coordinate and manage customer outreach initiatives, including surveys, events, and campaigns. •    Serve as the primary point of contact for customer service inquiries and escalations. •    Collaborate with internal teams to resolve customer issues and ensure timely, effective solutions. •    Track and report on service performance metrics and customer feedback. •    Develop and maintain strong relationships with customers to understand their needs and preferences. •    Prepare and deliver presentations, reports, and updates on engagement activities and outcomes. •    Create engaging content for newsletters, social media, and other communication channels. •    Work closely with marketing, sales, and product teams to align engagement strategies with company goals. •    Provide training and support to

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