Experienced Full Stack Customer Care Specialist – Affordable Housing Compliance

At arenaflex, we're innovators, changemakers, and collaborators who are revolutionizing the real estate industry with our cutting-edge cloud and AI solutions. We're not just a software company – we're pioneers who deliver magical experiences that make our customers' lives easier. We're looking for passionate and enthusiastic individuals to join our team and help us keep innovating.

About arenaflex

arenaflex is a leading provider of cloud-based software solutions for the real estate industry. Our innovative products and services empower property managers, owners, and residents to manage their properties more efficiently and effectively. We're committed to delivering exceptional customer experiences and building long-lasting relationships with our clients.

The Role

We're seeking an experienced Full Stack Customer Care Specialist to join our Affordable Housing Compliance team. As a key member of our Customer Solutions team, you'll work directly with our customer base and Client Services teams to provide expert support escalations for Affordable Housing programs such as HUD and LIHTC. You'll 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.

Key Responsibilities

* Provide expert support escalations for Affordable Housing programs such as HUD and LIHTC

• Develop deep knowledge of technical requirements and federal and state regulations
• Serve as the link between our product, the customer, and state and federal agencies
• Operate as the face of our company to create arenaflex promoters
• Directly impact customers' lifetime happiness and retention by providing distinctive service and product assistance
• Allow our customers to manage their affordable housing operations more efficiently
• Work cross-functionally to support Client Service teams and advocate for process and product advancements to improve the customer affordable housing experience at all stages of the customer journey
• Drive case deflection rates, high self-service rates, and excellent customer experiences

Your Impact

* Understand the arenaflex Property Manager product, with a focus on Affordable Housing features, through our onboarding program and continued learning

• 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 to 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

* 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
• 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

Must-Have Qualifications

* 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
• Demonstrated ability to work in and manage ambiguity - dealing with issues that do not always have a process or system in place and feels comfortable proposing solutions to existing or new problems that may come up
• Enjoys and excels at designing new resources, including customer-facing and internal help content, help articles, documentation, and presentations

Nice-to-Have Qualifications

* 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

Compensation & Benefits

The base hourly wage that we reasonably expect to pay for this role is: $60,000.00 - $85,000.00 USD Annual The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate's skills, education, experience, etc. Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type. Regular full-time employees are eligible for benefits including but not limited to:

• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• 401(k)
• Wellness benefits

Interns / full-time temporary/eligible variable hour employees are eligible for benefits including but not limited to:

• Medical
• 401(k)
• Wellness benefits

Why arenaflex

We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today — and tomorrow. arenaflex is a destination organization where careers are made and accelerated. Here, innovation is a team sport. Paddle as One. Apply Job! Apply for this job