Experienced Senior Customer Care Specialist for Affordable Housing Programs - HUD and LIHTC Compliance Expertise

Welcome to arenaflex

At arenaflex, we're innovators, changemakers, and collaborators. We're more than just a software company – we're pioneers in cloud and AI who deliver magical experiences that make our customers' lives easier. We're revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating. Our mission is to provide exceptional service and support to our customers, empowering them to manage their affordable housing operations more efficiently.

About the Role

We're looking for an experienced Senior Customer Care Specialist to join our team, focusing on providing expert support escalations for Affordable Housing programs such as HUD and LIHTC. As a key member of our Customer Solutions team, you will serve as the link between our product, the customer, and state and federal agencies, operating as the face of our company to create arenaflex promoters. Your deep knowledge of technical requirements and federal and state regulations will enable you to provide distinctive service and product assistance, directly impacting customers' lifetime happiness and retention.

Key Responsibilities

• Understand the arenaflex Property Manager product, with a focus on Affordable Housing features, through our onboarding program and continued learning.
• Act as a HUD subject matter expert in HAP vouchers, TRACS submissions, error code troubleshooting, and certification management (HUD 50059s).
• Act as an LIHTC subject matter expert in state reporting, Tenant Income Certifications, and compliance portals.
• Assist customers through the onboarding process for HUD and LIHTC properties, ensuring accurate setup for success.
• Offer guidance on compliance best practices, certification management, and subsidy management.
• Develop a long-term strategy for the future of affordable housing customer support at arenaflex.
• Identify and clarify issues while working collaboratively with Client Services and customers to achieve prompt resolution.
• Develop and/or collaborate on projects to optimize the product and eliminate process inefficiencies.
• Contribute recommendations to the development of new features, compliance training, and onboarding assistance.
• Lead efforts to align arenaflex's offerings with regulatory requirements and industry best practices.
• Partner with the Client Services team and customers by telephone, email, Zoom, and chat to manage customer relationships and ensure successful execution of requests.
• Work closely with the Client Services org and Affordable Housing Product Development team to provide insight and guidance on all aspects of the arenaflex Property Manager product related to affordable housing.
• Collaborate with federal and state regulatory agencies when necessary to resolve issues in a timely manner.

Essential Qualifications

To be successful in this role, you'll need:

• Customer Focus: Anticipates the customers' needs before they even know about them; takes responsibility for customer satisfaction and loyalty.
• Verbal & Written Communication: Speaks and writes clearly and articulately in a variety of communication settings and styles with an intuitive ability to adjust messages for the audience.
• Priority Setting & Organization: Can quickly sense what will help or hinder accomplishing an objective. High attention to detail, keeps important details from slipping through the cracks—strong ability to manage multiple priorities and timelines effectively.
• Action Oriented & Perseverance: Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others. Pursues everything with energy, drive, and a need to finish, even when faced with setbacks.
• Problem Solving & Proactivity: Acts without being told what to do. Brings new ideas to the table with a plan for how to best implement them. Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions.
• Intellectual Horsepower: Sharp, capable, and agile; deals with concepts and complexities comfortably.
• A BA/BS degree or equivalent work experience required.
• 3+ years of professional work experience.
• Exceptional customer focus, relationship-building skills, and a “do whatever it takes” attitude.
• Extensive experience in affordable housing compliance, including HUD and LIHTC program knowledge.
• Certified Occupancy Specialist (COS), Blended Occupancy Specialist (BOS), and/or Housing Credit Certified Professional (HCCP).
• High degree of flexibility, effective time management, and adaptability to change.
• Strong curiosity and desire to learn while working swiftly and independently with minimal supervision.
• Strong teamwork approach and mentality; skilled in working cross-functionally.
• Analytical problem-solving skills and strong computer competency.
• Ability to manage multiple projects and assignments, prioritize, meet tight deadlines, and display initiative and innovation.
• Thrives working in a fast-paced environment, keeps a cool head during busy times and does not get overwhelmed easily.
• Outstanding interpersonal and consultative skills. Relates well to all kinds of people - up, down, and sideways, inside and outside the organization.

Nice to Have

While not required, the following skills and experiences are nice to have:

• Experience as a Project Based Section 8 Contract Administrator.
• 1+ years remote/hybrid work experience.
• Organized and effective in task and queue management.
• Able to communicate clearly and concisely with team, manager, and customers via phone, chat, and email.
• Seeks feedback and uses mistakes as a platform to learn and grow.
• Embody an incredibly positive outlook with a desire to grow, take on more responsibilities, and drive initiatives.
• Ability to advise critically and confidently; strives to understand nuances of customer needs and exhausts available resources to provide the most comprehensive resolution possible.
• Knowledge of Property Management and/or Accounting/bookkeeping is a plus.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Senior Customer Care Specialist, you'll have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Cross-functional collaboration and mentorship from experienced professionals.
• Opportunities to take on new challenges and responsibilities as you grow in your role.
• A culture that encourages innovation, creativity, and experimentation.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive work environment. You'll enjoy:

• A collaborative and dynamic team that values open communication and transparency.
• A culture that prioritizes work-life balance and flexibility.
• Opportunities to participate in company-wide initiatives and events.
• A recognition and reward system that acknowledges and rewards outstanding performance.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes:

• A base hourly wage range of $60,000.00 - $85,000.00 USD Annual.
• Comprehensive benefits package, including paid time off, medical, dental, and vision benefits, long-term and short-term disability insurance, and 401(k) matching.
• Wellness benefits and employee recognition programs.
• Opportunities for professional growth and development.

Conclusion

If you're a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a Senior Customer Care Specialist, you'll play a critical role in delivering exceptional service and support to our customers, while also contributing to the growth and success of our company. Don't miss out on this chance to join our dynamic team and take your career to the next level. Apply now and become a part of the arenaflex family!