Facilities Service Liaison

2 weeks ago

Austin, Texas, United States Mobile Loaves & Fishes Full time
Facilities Customer Service Coordinator

About Mobile Loaves & Fishes

Mobile Loaves & Fishes (MLF) is a community outreach initiative dedicated to empowering individuals to engage in service for those experiencing homelessness since 1998. Established in Austin, Texas, MLF supports its homeless neighbors through three primary programs: Truck Ministry, Community First Village, and Community Works. Community First Village, a 51-acre master-planned community, offers affordable, permanent housing and a supportive environment for individuals transitioning out of chronic homelessness. The organization is currently expanding to welcome over 1400 new residents in the coming years.

About the Role

The Facilities Customer Service Coordinator plays a vital role within the Grounds & Facilities department at Community First Village (CFV), a distinctive multi-unit residential setting committed to providing homes and dignified employment opportunities for individuals who have faced chronic homelessness. This dynamic community features a variety of tiny homes, Park Model RVs, offices, and commercial spaces, accommodating over 500 residents and staff.

This position entails the administration, organization, and representation of various field personnel within the Maintenance and Facilities teams. Key responsibilities include delivering exceptional customer service through the effective use of property and project management software tools, which are essential for managing maintenance requests, project updates, and a range of daily operations in this vibrant environment.

This is a full-time, non-exempt role reporting to the Director of Grounds & Facilities. Typical hours are 8am-5pm or 7am-4pm, Monday through Friday, with occasional evening and weekend commitments.

Duties & Responsibilities
  • Ensure outstanding customer service to staff and formerly homeless residents through a positive demeanor and timely communication.
  • Collaborate with department managers to ensure all work and progress updates are communicated effectively to residents and staff.
  • Coordinate with Property Management, Neighbor Care, Make Ready, and Construction teams to facilitate access and maintenance appointments for residents' homes.
  • Oversee the daily operations of property and project management software, including Appfolio and Asana.
  • Provide weekly updates on projects and work orders to the Director of Grounds & Facilities.
  • Lead and manage a Space Steward Program and Transportation Steward Program with staff involvement.
  • Perform additional duties as required.
Knowledge, Skills, Abilities & Principles
  • MLF is a faith-driven organization whose values are rooted in the teachings of the Gospel of Jesus Christ, which we strive to reflect in all communications.
  • Commitment to serving individuals who have experienced homelessness, aligning with MLF's vision, mission, core values, and objectives.
  • A Bachelor's Degree in Business or Communications is preferred.
  • At least 3 years of customer service experience is preferred.
  • Proficiency in Microsoft 365, including Outlook, Word, Excel, and Teams, for effective communication and collaboration.
  • Experience with Property Management Software is advantageous.
  • Demonstrated strong customer service skills.
  • General knowledge of building systems, homes, and equipment terminology is a plus.
  • Ability to effectively engage with challenging customers.
  • Strong leadership capabilities, with the ability to guide effectively without direct authority.
  • Ability to manage multiple tasks and projects simultaneously.
  • Analytical problem-solving skills with the ability to implement effective solutions.
  • Attention to detail with the capacity to accurately assess and communicate demands to managers.
  • Quick learner with the ability to apply new knowledge to ongoing departmental advancements.
  • Highly organized, ensuring efficient management of tasks and projects.
  • Ability to demonstrate collaboration and respect across organizational interests.
  • Strong oral and written communication skills, capable of simplifying complex issues for diverse audiences.
  • Agile and adaptable, able to respond to shifting priorities and manage ambiguity in the work environment.
  • Exhibit humility and empathy towards both residents and staff.
  • A valid driver's license is required.
Work Environment & Physical Demands
  • Work is conducted indoors (50%) in a climate-controlled setting and outdoors (50%) in varying weather conditions.
  • Ability to navigate all areas of Community First Village.
  • Prolonged periods of sitting and working at a computer are expected.
Benefits
  • Comprehensive employer-paid Health, Dental, Vision, Life, STD & LTD Insurance from day one.
  • Generous Paid Time Off and Holiday Pay.
  • Matching 401(k) Retirement Plan.
  • Corporate Discount Program.
  • Opportunities for Professional Development.
  • Employee Assistance Program.
  • Paid Parental Leave.
  • Wellness Partnership Benefits.
MLF PURPOSE / VISION

We empower communities to engage in a lifestyle of service with the homeless.

MLF MISSION

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

GOALS
  • Transform perceptions of homelessness.
  • Reconnect the homeless with self, family, and community.
  • Assist the chronically homeless in rediscovering and utilizing their talents for meaningful work.
  • Foster human connections through food and hospitality.
  • Inspire a lifestyle of abundance through generosity.
BELIEF STATEMENTS

Our vision is supported by belief statements centered on the understanding that homelessness stems from a profound loss of family:
  • We believe in the inherent goodness of creation and the call to live in community.
  • The family is the fundamental unit of social life.
  • We are called to love our neighbors as ourselves.
  • All individuals possess equal dignity.
  • We are entrusted with the stewardship of our environment.
CORE VALUES

MLF is dedicated to fostering a culture that prioritizes relational connection, viewing transactions as opportunities for deeper relationships. This culture is rooted in the love exemplified by Jesus Christ and thrives as individuals commit to personal growth and embody our core values:
  • Faith: Recognizing that our work belongs to God.
  • Humility: Understanding our role within a larger narrative.
  • Generous Spirit: Offering grace and hospitality beyond expectations.
  • Integrity: Committing to honesty and responsibility in all actions.
This job description is not exhaustive and may evolve as necessary. MLF is an equal opportunity employer, committed to diversity and inclusion.

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