Customer Service Coordinator

At Live Baltimore, we love Baltimore to our cores. We work citywide to help neighborhoods thrive by attracting residents, retaining residents, and supporting healthy housing markets.

We’re looking for a full-time Customer Service Coordinator to support renters and homebuyers making moves within and to Baltimore City.

The ideal candidate for this role is energized by helping others, sharing knowledge about Baltimore, and finding solutions when needed. If you’re care-centered professional—who lives in and loves the City—with strong communication and customer service skills, this could be the perfect opportunity for you. We invite you to take a look at what we do and our impact on Baltimore in our most recent annual report. Keep reading to apply today!

Key Priorities & Responsibilities:

Customer Service:

• Assist current and future residents, with inquiries about Baltimore City neighborhoods, homebuying incentive programs, and related topics
• Manage incoming customer inquiries via phone, email, and other communication channels
• Provide timely and accurate responses to customer questions
• Maintain comprehensive knowledge of Baltimore City neighborhoods and housing-related programs to effectively address customer inquiries
• In coordination with partners (such as the Department of Housing and Community Development), assist homebuyers with down payment assistance applications
• Collaborate with colleagues to relay customer feedback and insights
• Monitor customer satisfaction levels and identify areas for improvement in service delivery

Data Entry:

• Keep detailed records of customer interactions and transactions in a CRM system
• Review data for errors or discrepancies and take corrective action as needed
• Maintain confidentiality and security of customer information during data entry processes
• Identify opportunities for process improvements in data entry workflows
• Assist in data cleanup and maintenance tasks to ensure database integrity
• Generate reports and analyze data as needed to support decision-making processes
• Report monthly toward annual performance targets

Events:

• Assist in staffing Live Baltimore’s events

Is This You?:

• Proven experience in providing exceptional customer service in a fast-paced environment
• Strong interpersonal skills with the ability to build rapport with customers
• Excellent communication skills, both written and verbal
• Ability to follow established workflows and procedures
• Ability to multitask and prioritize tasks effectively
• Detail-oriented with a focus on accuracy
• Strong problem-solving skills with a proactive approach to finding solutions
• Team player with the flexibility to collaborate with colleagues across teams
• Willingness to adapt to changing circumstances and customer needs
• Experience in using customer service software and CRM systems (Salesforce is a plus!)
• Excellent organization and analytical skills
• Knowledge of Microsoft Office Suite
• Proficiency with Zoom and other online meeting platforms
• Previous experience with real estate, community development, or a related field is helpful, but not required
• Experience with Spanish (fluency or conversational) is a plus
• Flexibility to work some evenings and weekends (three Saturdays per year are mandatory)
• Access to reliable transportation
• Commitment to diversity, equity, and inclusion in our workplace, our programs, and our city
• Must LOVE the City of Baltimore…and must be a current resident of Baltimore City (not the county)
• May not possess any form of active real estate license at time of application and throughout employment

Terrific Total Compensation Package:

• Annual starting salary of $50-55k, commensurate with experience
• Competitive benefits: health insurance, retirement with match, generous paid time off, and more
• A cohesive, mission-oriented, fun, and collaborative team (see our Core Values below)
• A hybrid work environment (Live Baltimore staff work from the office at least three days per week)

About Live Baltimore:

Live Baltimore believes residents are our city’s greatest assets. As a 501(c)(3) nonprofit, we fight the persistent and devastating population loss that began in Baltimore City in the 1950s and which has destabilized neighborhoods and limited families’ opportunities to flourish in their communities. We are effective in this work through programs designed to persuade prospective residents, empower existing residents, and influence the real estate industry.

Our Core Values are at the heart of everything we do and drive our team’s success:

1. Love Baltimore. We love Baltimore to our cores.
2. Stay Positive. We celebrate our wins big and small.
3. Be Helpful. We model humility and service.
4. Get Results. We are nothing if not effective.
5. Collaborate. We accomplish more together.

Sound exciting? Apply today!

TO APPLY: Please click “Apply” to submit a Letter of Interest (seriously, this is important and required) and your resume. For additional information about Live Baltimore, please check out our website: LiveBaltimore.com.

Live Baltimore believes that diversity, equity, and inclusion are critical to our success. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool. If you are a Baltimore City resident, we invite you to apply today!

At Live Baltimore, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, ancestry, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.