Customer Success Advisor (Temporary)

About Civida

At Civida, home is our focus.

Civida is the largest provider of community and affordable housing in Edmonton, managing over 5,300 homes at more than 130 sites across the City of Edmonton. Housing more than 15,000 people, Civida administers rent subsidies for over 3,200 households each month.

Collaboration is at the core of Civida’s approach, partnering with the Government of Canada, the Government of Alberta, and the City of Edmonton, as well as social service organizations to create safe, inclusive, and affordable housing environments. Visit civida.ca for more information.

About The Role

This position is integral to the customer experience and is often the face of the organization to customers and stakeholders. The Customer Success Advisor is responsible for providing service to clients, both applicants and tenants, in the customer experience area.

Customer Success includes full cycle service from answering calls, e-mails, customer walk-in's and appointments to preparing and processing applications, managing the waitlist and all related general inquiries. Join a team where your work helps inform, engage, and make a difference in the communities we serve.

This is a 6-month temporary position.

Salary: $60,683.42 - $73,703.82 per annum

Key Responsibilities

• Provide information to applicants, tenants and other stakeholders regarding the various housing and supplement programs, including advising on eligibility requirements, program components, the point score system and the waitlist.
• Answer high volume of customer calls and e-mails. Respond to text and tenant portal. (Once established system is in place)
• Provide support and guidance by explaining the application of the relevant legislation and policies to program recipients and potential recipients.
• Review application process and application forms with applicants, aiding in ensuring application is complete with required information.
• Process applications for all Civida program types.
• Cover rotation for front reception desk assisting with customers' needs regarding booking appointments, signing in and dropping off paperwork.
• Support customers who may need access to public computers available in the lobby.

Qualifications

• Minimum of three (3) to four (4) years of customer service experience on the phone and in person.
• Post secondary degree and/or diploma preferred
• Knowledge of trauma informed approaches required.
• Knowledge of other agencies and organizations to provide appropriate referrals for clients is required.
• Knowledge of applicable legislation is preferred, including, but not limited to, the Rent Supplement Regulation, Social Housing Accommodation Regulation, Freedom of Information and Protection of Privacy Act, Alberta Human Rights Act and the Residential Tenancies Act and regulations.
• Knowledge of social and language barriers, human behavior, family dynamics, health, mental health and addiction issues in dealing with a very diverse group of clients.

What We Offer

Civida is proud to announce that it has been recognized as a winner of Waterstone Human Capital’s 2024 Canada’s Most Admired™ Corporate Cultures Award in the Non-Profit and Broader Public Sector category.

This prestigious national program celebrates organizations that lead with purpose and create high-performance workplace cultures that fuel success. The award underscores Civida’s commitment to fostering an inclusive, innovative, and collaborative environment aligned with its mission of providing housing solutions and advancing community well-being.

Explore a fulfilling career with us and enjoy a comprehensive benefits package that includes:

• Extended health and dental
• Health and Personal Spending Accounts
• Employee Assistance Program
• Defined-benefit Pension Plan (LAPP)

This is a unionized position, with compensation, benefits, and working conditions defined by the applicable collective agreement.

How to Apply

Civida is an equal opportunity employer, committed to a diverse workforce.

If you’re a passionate individual wanting to contribute to our mission to provide safe and affordable housing, please submit your resume and cover letter to careers@civida.ca

We thank all applicants for their interest. Only individuals selected for interviews will be contacted.

The successful applicant will be required to undergo a Police Information Check.

Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of employment visa or work permit.

Civida in an inclusive workplace dedicated to accessibility. Please let us know if you require any accommodations by emailing careers@civida.ca.

Competition # 2649

Job Type: Full-time

Pay: $60,683.41-$73,703.82 per year

Work Location: In person