Customer Service Coordinator

Employment Type:
Permanent full-time

Start Date: As soon as filled

Salary: $47,200.00 minimum (based on experience and qualifications)

Reports to: Facilities Manager

Direct Reports: N/A

CCOC is a community-based, tenant and member-directed, non-profit housing organization whose mission is to create, maintain and promote housing for low and moderate-income people. We value diversity, collaboration, inclusive and open decision-making, innovation, creativity, and sustainability.

The Customer Service Coordinator works as part of a team to provide tenant service, perform front desk reception duties, support key operations for multiple departments and contribute to the good functioning of the office.

Responsibilities include, but are not limited to the following:

• Provide tenant service and perform front desk reception duties by:
  • Developing and maintaining positive relationships with tenants;
  • Greeting and assisting walk-in traffic, answering phones (main line and contractor line) and 4 principal e-mail accounts;
  • Receiving, logging and responding to majority of tenant service requests;
  • Giving out rental information, including information specific to affordable housing; providing information regarding the Registry and subsidized housing;
  • Receiving rents and rent deposits and issuing receipts;
  • Cutting keys, processing key payments, and managing key returns;
  • Managing the booking of meeting rooms; preparing meeting room rental packages, managing key distribution, deposits and payments;
  • Listening to grievances and responding to complaints; referring inquiries to appropriate staff as needed;
  • Upholding CCOC’s customer service standards for acknowledging and responding to messages in a timely manner;
  • Collecting rent cheques from tenants and enter into Yardi; and
  • Receiving tenant subsidy applications and advise the tenants of any discrepancies.
• Provide support to other departments by:
  • Initiating work orders and purchase orders, scheduling staff or contractors to do the work and keeping track to ensure work is completed in a timely way; receiving purchase orders and initiating notices of entry as needed;
  • Referring complex and/or ongoing service requests to appropriate staff within Facilities Management Department and working with staff to ensure follow up;
  • Facilitating communication and coordinating between staff, contractors and tenants on an ongoing basis;
  • Managing guest parking, providing support to the Rental Department in the management of parking by tenants/applicants; receiving parking payments and issuing parking refunds;
  • Receiving and verifying documentation from tenants;
  • Managing bike parking agreements and maintaining accurate records of active bike parking permits;
  • Responding to emergencies by dispatching staff or contacting appropriate agency;
  • Recording pertinent information for reference; and
  • Working directly with tenants and other departments to help maintain a high quality of life and sense of community.
• Contribute to good general functioning of the office workplace by:
  • Performing beginning and end of day tasks to secure the office;
  • Keeping the main reception area of the office clean and tidy; and
  • Managing the mail out functions, courier pickup and delivery; opening and distributing mail to appropriate department on a daily basis.
• Perform other duties as requested by the Facilities Manager, the Director of Facilities Management, or the Executive Director.

This position supports the work of Centretown Citizens Ottawa Corporation and Cahdco.

The individual will be expected to conduct themselves in accordance with CCOC’s Mission and Values, as well as the core competencies of DEI, Service Excellence, Teamwork, Results-Orientation and Adaptability, which form an integral part of CCOC’s Performance Management Program.

• Secondary school diploma or equivalent
• 3 years of related work experience
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements
• Intermediate ability to use Microsoft Office Suite
• Advanced verbal and…