Customer Service Coordinator - Homebuyer Development

Job Description

Job Description

Job Title 
Homebuyer Coordinator

Summary  
The primary mission of this role is to provide exceptional administrative and customer support that ensures homebuyer education and counseling services are delivered efficiently, accurately, and professionally. This position manages client communications, schedules and coordinates education sessions and appointments, maintains customer records and counseling files, and supports the logistical and administrative needs of the Homebuyer Development team. The role also assists with event planning, document collection, data entry, inventory management, and follow-up activities to support a seamless customer experience. Success is measured by accurate recordkeeping, timely customer service, well-organized program operations, and effective support that helps clients successfully engage in homebuyer education and counseling programs while advancing the organization's housing goals.

Key Responsibilities  
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Delivers a high level of customer service when working with customers, business partners, and other contacts.
• Provides administrative support to the Vice President/Director of Homebuyer Development and SMART Homeownership Coaches.
• Answers incoming telephone calls and responds to voicemails, emails, and text messages in a timely and professional manner.
• Accurately and timely enters client information, case notes, appointments, program activities, and other required data into customer management systems in accordance with established department procedures.
• Registers customers for group education sessions and provides required registration information, forms, and instructions.
• Communicates with customers scheduled for group education sessions regarding attendance, required documentation, reminders, cancellations, and other session-related information, and documents communication as required.
• Coordinates SMART Homeownership Coach appointments, including scheduling, confirming appointments, communicating appointment requirements, and assisting with cancellations or rescheduling as needed.
• Reviews required documentation prior to initial appointments for completeness, including three months of bank statements, and provides documentation to the assigned SMART Homeownership Coach for review.
• Obtains required information and pulls customer credit reports prior to initial appointments in accordance with established department procedures.
• Follows up with customers regarding missing or incomplete intake forms and supporting documentation to help ensure appointment requirements are met within established department timelines.
• Creates and sends customer correspondence, including appointment, follow-up, cancellation, and other program-related notices as directed.
• Completes required data entry and maintains complete and accurate group education files, including applicable registrations, disclosures, attendance records, evaluations, certificates, and other required documentation.
• Maintains accurate and organized one-on-one counseling files and electronic client records in accordance with department procedures and recordkeeping requirements.
• Assists with collecting, organizing, and uploading customer documentation to applicable electronic filing and customer management systems.
• Maintains an adequate inventory of counseling materials, education materials, event documents, office supplies, and other department resources.
• Recommends improvements to administrative processes and procedures to support efficient and effective service delivery.
• Assists with department outreach activities, community events, the Homebuyers Fair, and other special events as assigned.
• Assists with group education logistics, including room preparation, materials, participant registration, food orders, and other administrative needs.
• Serves as an immediate backup to the Customer Service Representative and provides front-office/customer service coverage as needed.

Supervisory Responsibilities
This position does not have supervisory responsibilities. 

Required Qualifications

• High School Diploma from an accredited high school or equivalent. 
• 2 or more years of experience in customer service and clerical management duties.
• Valid, current, and non-restricted Texas driver’s license.
• Experience Microsoft Excel, Word, Outlook, and Adobe PDF.

Preferred Qualifications

• Bilingual in English and Spanish, with strong written and verbal communication. 
• 2 or more years of college coursework from an accredited college or university.
• Proficiency with Microsoft Excel, Word, Outlook, and Adobe PDF.

Competencies

• Ethics
• Interpersonal Skills
• Organization Skills
• Dependability
• Quality

Work Environment 
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands  
The physical demands outlined here represent the requirements necessary for an employee to perform the essential functions of this job successfully. While carrying out job duties, the employee must regularly communicate verbally and listen. Additionally, the employee is frequently required to stand, walk, use their hands for tasks such as handling or manipulating objects, and reach with their hands and arms.

Expected Work Hours
Some flexibility in hours is allowed, but the employee must be available during the organization's core work hours, which are Monday through Friday from 8:00 AM to 5:00 PM. A minimum of 40 hours per week is expected.  
Travel 
This position may require occasional travel outside the area for training.

Work Authorization
Applicants must be legally authorized to work in the United States. Verification of eligibility will be required at the time of hiring.

AAP/EEO Statement  
Affordable Homes of South Texas, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Other Duties 
This job description provides a general overview of the role and does not list all possible duties, responsibilities, or tasks required of the employee. These may change at any time, with or without notice.
Monday through Friday with 8:00 AM to 5:00 PM, with a one-hour lunch.
40 hours a week