Customer Service Representative

Spokane Housing Authority • Spokane, WA

26d • $22 - $32 • Onsite

About The Position

Under the direct supervision of the Client Services Supervisor, the Customer Service Representative performs a variety of essential day-to-day functions centered around providing excellent customer service for SHA applicants, program participants, landlords and the public. The position serves as the primary point of contact for both in-person and telephone communication at SHA’s Central Office; including providing both general and specific program information, working with applicants, participants, and landlords to determine and address their specific questions and needs, answering and returning phone calls and voicemail; and developing a positive, effective working relationship with all customers.

Requirements

• High school diploma or GED equivalency is required. One year of full time experience in customer service is required. Coursework or certificates in customer service or office practices may substitute for experience.
• Preference is given towards experience in public/government entities, or non-profit agencies, with multi-line phone and voicemail systems, busy reception and office environments, and use of basic office machinery.
• Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work of a Customer Service Specialist.
• Must have an acceptable credit history according to SHA’s policy.
• Knowledge of: • Advanced methods of customer service. • Various computer systems and programs, data entry and database interactions, Microsoft Office products, and spread sheeting programs.
• A variety of laws, regulations and agency policies, including: SHA Drug and Violent Crime Policy Housing Choice Voucher regulations Washington State Landlord-Tenant Law State and Federal Fair Housing Laws Regulations and procedures as they pertain to applicant/participant eligibility and rental subsidy. Local human service resources and services.
• Ability to: • Use general office equipment, such as copiers, faxes, multi-line phones, and scanners. • Perform data entry and keyboarding tasks for extended amounts of time. • Effectively serve very low-income, vulnerable citizens with special needs, persons with disabilities and persons with Limited English Proficiency (LEP). • Identify and communicate customer rights, and discern need for reasonable accommodations for persons with disabilities, mitigating circumstances and oral translation services for persons with limited English proficiency. • Remain calm, open-minded, helpful, tactful, and professional under stressful and emotionally charged conditions. • Respect privacy and confidentiality of applicant/participant files and information. • Establish and maintain effective relationships with fellow employees, customers, property owners/managers and various service providers/advocacy organizations. • Effectively organize work and understand systematic procedures. • Work independently with limited supervision, remain flexible, and exercise sound judgment. • Read, write, and understand English.
• Must be able to fully function in a drug-free environment: history free criminal/drug felony convictions.
• To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Contributes to achieving the SHA mission, compliance, and the effective and efficient administration of programs, in accordance with applicable federal, state, local, and agency regulations, rules, laws, and procedures.
• Greets office visitors and clients with courteous and proper attention, ensuring proper handling of inquiries, requests, and complaints.
• Provides specific referral information on other community resources for anyone who SHA cannot immediately serve.
• Identifies applicants, participants, and landlords that may have limited English proficiency (LEP) and coordinates with customers and interpreters when translation services are needed.
• Establishes and maintain good rapport with public, family clientele and landlords; promulgate and maintain Authority policies, rules, and regulations.
• Performs the following front desk duties as needed, including: Retrieves the operator’s voicemail messages and forwards to appropriate staff member if known, and returns general information messages within 24 hours. Collects, date stamps, and distributes paperwork and correspondence received. Ensures the general orderliness and neatness of the lobby and general work and copy machine areas of the office. Collects, routes and receipts payments. Serves as primary backup for outgoing mail processes.
• Receives incoming agency telephone calls and provides information in response to customer and public inquiries or requests regarding services and programs.
• Performs administrative work involving client eligibility, including: Interviewing applicants and participants to identify and verify information or documentation provided for eligibility. Produces and sends out miscellaneous correspondence including but not limited to recertification information, verification requests, denial letter(s), etc. in accordance with HUD regulation and SHA policy. Inputs client data into SHA’s database program(s) and keeps legible records on each individual client contact. Files or retains all expired/inactive files in accordance with records retention policy. Assists in maintaining forms as needed.
• Attends training, reads appropriate publications, and confers with others in this field to stay knowledgeable of the changing federal regulations and policies.
• Attends regular meetings to discuss new approaches to better serve our clients and reviews new and current policies and procedures.
• Attends training sessions that pertain to Housing as required to meet the ever-changing needs of the job requirements.
• Work closely and professionally with other public agencies and organizations that may be available for the betterment of our communities.
• Assist other staff with assignments as necessary, and performs other related duties as required or assigned.

Benefits

• Employer paid medical for base employee plans.
• Employer paid dental for employee plan.
• Employer paid vision for employee plan.
• Employer paid Long Term Disability and Life Insurance
• Flexible scheduling
• 13 Paid Holidays
• Public Employee Retirement System (PERS) – Pension style retirement program.
• Great PTO Accrual 0-2 years 15 days a year 3-4 years 27 days a year 5-9 years 30 days a year 10-14 years 33 days a year 15-19 years 37.5 days a year 20+ years 40.5 days a year Days based off 8 hours

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees