Customer Relations and Community Engagement Manager

Quadel Consulting & Training•Miami, FL

About The Position

The Customer Relations and Community Engagement Manager is responsible for developing, implementing, and overseeing strategies that enhance customer service, resident satisfaction, and community engagement across the organization. This position ensures that participants, applicants, landlords, and community stakeholders receive responsive, respectful, and effective service. The Manager leads initiatives to improve communication, resolve concerns, and strengthen partnerships while ensuring compliance with policies established by the U.S. Department of Housing and Urban Development and the PHA.

Requirements

Three or more years of experience in a senior-level role within a housing authority, public agency, nonprofit, or customer-facing service environment.
Working knowledge of HUD programs, including Housing Choice Voucher (HCV) and Public Housing, or closely related social service programs.
Exceptional verbal and written communication skills, with the ability to engage professionally with diverse populations and government stakeholders.
Strong conflict-resolution skills and the ability to manage sensitive situations calmly and effectively.
Proficiency with Microsoft Office applications and experience using case management or database systems.
Ability to obtain Housing Choice Voucher Specialist certification within the required timeframe.
Proficiency in written and spoken English is required to effectively communicate with customers, team members, and management.

Nice To Haves

Professional working proficiency in Spanish/Creole a plus.

Responsibilities

Develop and implement customer service strategies for the Housing Choice Voucher (HCV) program that aligns with PHA policies, HUD requirements, and performance metrics.
Design and execute communication strategies to enhance transparency, accessibility, and stakeholder engagement.
Ensure all communications are clear, accessible, and compliant with HUD requirements, including Limited English Proficiency (LEP) and fair housing standards.
Monitor HUD publications and communication for impact on HCV program operations.
Oversee the development of participant notices, newsletters, website content, and social media communications.
Establish and maintain strong relationships with Housing Providers and community stakeholders to support program participation and expansion.
Oversee day-to-day customer relations functions, ensuring high-quality service delivery to participants, applicants, and Housing Providers.
Train, coach, and supervise staff on customer service best practices, de-escalation techniques, and cultural competency.
Establish and manage a formal complaint tracking and resolution system to ensure timely and effective issue resolution.
Lead efforts to resolve escalated customer concerns, complaints, and disputes, including complex or sensitive cases involving participants, applicants, landlords, and the public.
Monitor customer satisfaction and engagement metrics; analyze trends and implement continuous improvement initiatives.
Analyze complaint and service data to identify systemic issues and recommend corrective actions.
Collaborate with internal departments to ensure consistent service delivery and alignment across programs.
Coordinate and lead community meetings, briefings, and outreach events to increase program awareness and participation.
Represent the organization at public meetings, resident councils, and community forums.
Promote positive relationships with HCV participants and Housing Providers, including property owners and landlords.
Develop and implement landlord outreach, recruitment, and retention strategies to support program utilization and expand housing availability.
Ensure clear and consistent communication of program rules, updates, and opportunities to all stakeholders.
Support crisis communication efforts during emergencies or significant program changes.
Track and report on key customer service performance indicators, including response times, complaint resolution rates, and satisfaction metrics.
Use data and performance insights to inform strategic planning and drive continuous improvement.
Supervise customer service and community engagement staff, including hiring, training, performance evaluation, and disciplinary actions.
Foster a culture of accountability, professionalism, and customer-focused service excellence.