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Customer Engagement Specialist

2 months ago

Detroit, Michigan, United States Detroit Housing Commission Full time
Job Description

Job Title: Engagement Service Coordinator

Job Summary:

We are seeking a highly motivated and detail-oriented Engagement Service Coordinator to join our team at the Detroit Housing Commission. The ideal candidate will be responsible for enhancing customer engagement and ensuring exceptional service delivery across all channels.

Key Responsibilities:

  • 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.

Requirements:

  • High School Diploma/GED obtained. Bachelor's degree preferred.
  • 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.
  • 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.

Preferred Qualifications:

  • Knowledge of HUD programs, requirements, and policies/procedures.
  • 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.

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.