CUSTOMER RELATIONS SPECIALIST

Brownsville Housing Authority•Brownsville, TX

2d•Onsite

About The Position

The Customer Relations Specialist greets clients by telephone and in person and provides administrative support to the department and staff. The role performs general office and administrative duties in compliance with National Standards for the Physical Inspection of Real Estate (NSPIRE) and other HUD evaluation systems. The employee handles public inquiries and complaints, receives and processes documents, assists applicants with the Agency application portal, supports staff and meetings, and helps maintain the front lobby and office resources. The employee receives assignments and instructions from the Client Services Coordinator and has no supervisory responsibilities. Routine activities are initiated without supervisory direction, while work is reviewed for accuracy, completion, and compliance with policies and procedures. The position follows established HUD and Agency guidelines and may require independent judgment or consultation with a supervisor when guidance is insufficient. Work affects Agency staff and external clients and involves regular contact with staff, tenants, and landlords, including occasional interactions with skeptical or uncooperative individuals. Work is principally sedentary in a typical office environment with minimal exposure to risk or discomfort. The employee may need to sit or stand for up to eight hours, bend, stoop, push, pull, kneel, crouch, lift files, and operate office equipment. Occasional local and out-of-town travel may be required. The employee may be required to work beyond normal business hours for meetings, deadlines, emergencies, or operational needs. Confidentiality and appropriate handling of sensitive records are required.

Requirements

High school diploma or GED and one year of relevant experience.
Good knowledge of general office practices and procedures, business English, and arithmetic.
Knowledge of operating a multi-line telephone system and using proper telephone etiquette.
Comprehensive knowledge of housing rules, regulations, HUD procedures, and policies.
Ability to treat callers, customers, and visitors courteously and attentively and maintain a professional attitude.
Ability to deal tactfully and courteously with the public and establish and maintain effective working relationships with employees.
Considerable skill in operating computer equipment, software packages, and general office machines.
Ability to communicate clearly and concisely orally and in writing.
Proper English grammar and usage, vocabulary, arithmetic, punctuation, and spelling.
Ability to document events and activities accurately and completely in writing.
Must possess and maintain a valid driver’s license acceptable to the Agency and a satisfactory driving record if driving is an essential function of the position.
Must be available for occasional local and out-of-town travel for Agency business.
May be required to work beyond normal business hours for Board meetings, deadlines, emergencies, or operational needs.
Must successfully complete applicable lawful pre-employment screening requirements.
Must maintain confidentiality and appropriately handle sensitive records.
Must be able to sit and/or stand for up to eight hours while performing work duties.
Must be able to bend, stoop, push, and pull as required by work duties; work may also involve kneeling, crouching, and lifting files or records.
Must be able to use fingers bilaterally and unilaterally to operate office equipment.
Must have vision and hearing corrected to perform essential job functions.
Must be able to perform essential job functions in an environment that sometimes includes increased work-related stress.
Must maintain a professional appearance and portray a positive image for the Agency.

Responsibilities

Answer telephone calls, screen and refer calls, greet visitors, respond to general inquiries, and provide routine information about Agency programs as directed.
Provide information about the Agency, listen to and resolve customer and public complaints, and report unusual activity in the front lobby.
Receive customer documents, provide photocopies and receipts, enter data into the Yardi System, and route documents to the appropriate employee.
Assist applicants with using the Agency application portal.
Sort, log, and distribute mail and incoming shipments.
Prepare, compose, set up, and proofread confidential correspondence, agreements, summaries, memoranda, statistical tables, presentations, forms, and reports.
Assist in preparing conference and meeting rooms for public orientations, meetings, and training seminars.
Assist in preparing briefing packets.
Assist with preparation and disposal of inactive past-resident files older than three years in accordance with the record-retention policy.
Schedule routine maintenance of department printers, copiers, and mail-processing machines.
Maintain office-supply inventory and prepare requests and purchase orders for supplies and equipment as needed.
Process interim adjustments for Housing Choice Voucher participants and interview participants regarding interim appointments.
May collect rent, deposits, fees, and other payments from tenants and issue receipts.
Maintain a neat, presentable, and orderly lobby.
Alert security to disturbances and inappropriate behavior.
Safeguard and appropriately use Agency materials, supplies, resources, and other assets.
Maintain confidentiality and handle personal identifiable information and other sensitive records in accordance with Agency policy and applicable law.
Maintain punctuality and attendance as scheduled and a professional appearance.