CUSTOMER LIAISON

Arizona Department of Administration•Phoenix, AZ

7d•$47,000 - $52,000•Onsite

About The Position

As the agency's initial point of contact, this role provides timely, comprehensive assistance across all communication channels. The incumbent will address general housing inquiries or redirect complex issues to the appropriate internal teams and external State partners. This position does not offer the ability to work remotely.

Requirements

Excellent ability to communicate, both verbally and in writing.
Ability to condense and explain extremely complex government programs and participation requirements in very elementary and easy to understand terms.
Ability to handle a high volume of inquiries and issues simultaneously while giving each its due attention.
Ability to listen to or read angry or illiterate complaints and to decipher the meaning, and provide an appropriate and professional response.
Ability to anticipate problems and issues and spot trends that arise from daily interaction with the public and others and to communicate these issues to appropriate parties within the agency.
Proficient in Microsoft Word and Excel and Google Workspace.
Local, state and federal housing programs, including a good understanding of complex regulations that would preclude individuals from participating in such programs, in order to provide the best information and referrals from external customers.
Internal programs and processes of the State housing programs operated out of the agency.
Organizations, other State agencies and private industry with respect to offerings in the affordable housing arena and how those services and offerings can be accessed.
Communication techniques (email, browsing the internet, etc.).
Human dynamics and negotiation techniques.

Responsibilities

Providing timely assistance across all contact channels from the general public and others, with respect to questions pertaining to a myriad of housing issues or referring such inquiries to appropriate parties within the agency, when applicable.
Provide referrals to State and local organizations that can assist with specialized housing and related support services.
Mediate, facilitate and negotiate complex situations between external customers by focusing and defining customer issues, and communicating those issues to the appropriate internal or external parties.
Represent customer interests and provide a conduit for expressing problems and exploring avenues to achieve reasonable and equitable solutions and answers.
Provide positive liaison between the department and the public, other agencies, and the housing industry.
Serve as an early warning system for customer/public relations issues.
Stay well-informed of current offerings in the affordable housing arena with respect to: public housing and other subsidized rental opportunities, including Section 8 programs; fair housing issues; programs providing assistance to current homeowners; programs providing assistance to homebuyers; loan and grant programs of the State and Federal agencies; local housing programs operated by nonprofit entities and local governments, etc., in order to provide the accurate information to parties seeking such information.

Benefits

Flexible schedules to create a work/life balance
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly placed foster/adopted child (pilot program)
Participation in the Arizona State Retirement System (ASRS)
Vacation with 10 paid holidays per year
Sick Leave
Health and Dental Insurance
Life insurance and long-term disability insurance
short-term disability insurance
deferred compensation plans
supplemental life insurance