Service Center Specialist
2 weeks ago
POSITION SUMMARY:
Operating within the policies, procedures, and practices of the YMCA of Greater Des Moines, this position is responsible for providing general customer and tenant support, monitoring the facility, and performing basic clerical functions and duties. Service Center Staff are responsible for exemplifying the Y values and building relationships to foster a sense of community with our tenants.
ESSENTIAL FUNCTIONS:
- Assist potential tenants with required IFA and Section 42 tax credit application, certification, recertification and leasing processes.
- Maintain tenant relations and ensure tenants understand their responsibilities for the community. Assist with tenant issues, concerns and complaints per lease provisions.
- Ensure procedures are followed for all processes managed through the Service Center (examples include work-order communications, complaints/concerns, rent issues/situations, tenant issues/situations, etc).
- Provide general customer service support, assisting tenants and guests with questions, concerns and general inquiries.
- Serve as a contact for tenants to assist with issues and processes.
- Perform basic clerical and office functions and duties.
- Manage general phone calls and message services.
- Assist tenants with mail processes, replacement key services, and fitness passes.
- Monitor facility, including common areas, front doors, and security cameras as required.
- Serve as a building supervisor, monitoring the facility, tenants, and visitors.
- Be knowledgeable in emergency services and respond to emergency situations as required.
- Attend department and Branch staff meetings as required.
- Attend trainings and education sessions as required to maintain current knowledge of housing and tax credit rules, regulations and practices.
- Perform additional duties as assigned by supervisor or designated staff person.
- Demonstrate and support the objectives of the Association as embodied in the mission statement and values.
EDUCATION/EXPERIENCE REQUIREMENTS:
- High School Diploma or equivalent
- Must be at least 21 years of age
- Ability to read, write, and perform simple mathematical functions
- American Red Cross CPR-PR/AED/First Aid Certifications or equivalent certifications approved by the YMCA
- American Red Cross Blood Borne Pathogens Training or equivalent training approved by the YMCA
- Intro to the Y's Cause & Culture Online Training
- New Employee Safety Online Training
- Emergency Procedures Training
- Minimum of three years customer service experience
- Minimum of two years experience working in a customer service position for a housing type facility
- Ability to communicate with a Y-voice, demonstrating determination, genuine concern, a welcoming attitude, hopefulness and a nurturing spirit
- Ability to demonstrate a desire to serve others and fulfill community needs
- Ability to build rapport, creating relationships and fostering a sense of community
- Ability to work effectively with people of different background, abilities, opinions and perceptions
- Ability to listen first, seeking to understand the other person's point of view and remain calm in challenging situations
- Ability to work with minimal supervision, taking initiative to assist others
- Ability to make sound judgments and transfer learning from one situation to another
- Ability to maintain confidentiality on tenant and potential tenant information
- Ability to demonstrate professional conduct at all times
- Ability to serve as a healthy lifestyles role model for members and staff
- Attend trainings and/or courses to maintain certification as required by the YMCA
- Employees of the YMCA Supportive Housing Campus are not eligible to become tenants at the YMCA Supportive Housing Campus.
- Tenants of the YMCA Supportive Housing Campus are not eligible for employment with the YMCA Supportive Housing Campus branch during their time of tenancy.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the responsibilities of this position, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, lift up to ten pounds of weight, climb or balance, and to stoop, kneel, crouch, or crawl. Vision abilities required by this job includes close and distance vision.
WORK ENVIRONMENT:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate. This position usually works in an office environment, but the mission of the organization may sometimes take them to non-standard workplaces.
DISCLAIMER:
The above statements are intended to describe the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
EFFECT ON END RESULT:
Assist the YMCA of Greater Des Moines in providing tenants effective direction, guidance, and support positively impacting their engagement in the YMCA through programs and small communities.
Apply and begin your life changing Y journey TODAY
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