Customer Service Specialist

Housing Authority of the Birmingham District•Birmingham, AL

12d•Onsite

About The Position

The primary purpose of this position is to provide customer service to tenants, landlords, visitors, staff, contractors, and the general public. The incumbent answers or refers questions and provides information in person, via email, and over the phone, respectfully listening and communicating to help resolve problems. This position performs various administrative and clerical duties supporting the Rental Assistance Program Department. All activities must support the Housing Authority of the Birmingham District ("HABD" or "Agency") mission, strategic goals, and objectives.

Requirements

High School Diploma or GED and a minimum of one (1) year of experience as a receptionist or customer service representative. An equivalent combination of education and experience may be considered.
Some positions may require possession of a valid driver's license and the ability to be insurable under HABD's automobile insurance plan at the standard rate.
The employee should have strong computer skills (e.g. MS Word, Excel, PowerPoint, and Outlook) to perform this job successfully. Must have the ability to learn other computer software programs as required by assigned tasks.
Knowledge of HUD, federal, state, and local laws and regulations, and HABD policies and procedures related to the position.
Knowledge of the general operations and procedures of a medium-sized office.
Knowledge of and ability to operate office equipment, especially computers for word processing and spreadsheet applications.
Skilled in operating multi-line business telephone equipment. Experience in handling multiple calls and visitors and message retrieval and transmission systems.
Ability to accurately and rapidly compose effective correspondence.
Ability to handle tense situations calmly while delivering excellent customer service.
Ability to present ideas in a clear, concise, professional, and grammatically correct manner in English, both orally and in writing.
Ability to establish and maintain effective working relationships with co-workers, vendors, consultants, contractors, tenants, HUD, and local, state, and federal officials. Ability to communicate with people from a broad range of socio-economic backgrounds.

Responsibilities

Receives participants, landlords, staff, and visitors into HABD's Department of Rental Assistance via phone, email, and in person.
Provides customer service to applicants, property owners, and their agents; answers incoming calls and responds to messages; responds to inquiries regarding program information, the admissions process, application status, rent payments, and escalating matters as needed.
Documents communications with tenants, landlords, and applicants for appropriate location(s).
Receives and responds to inquiries and complaints professionally and promptly.
Corresponds and collaborates with staff in the Department and throughout the Agency to resolve issues and provide information.
Maintains positive communications and relations with internal and external partners.
Releases information according to company policies and procedures and ensures the confidentiality of information and records.
Receives, sorts, and distributes mail and correspondences quickly and accurately.
Provides clerical and administrative support to the Housing Choice Voucher team, including recordkeeping, document generation, data tracking, phoning, mailing, and filing. Ensures adequate supply of forms and flyers are available for housing applicants.
Responds to requests promptly and courteously; identifies the department's administrative needs and develops appropriate solutions and recommendations.
Processes application updates, updates information in appropriate location(s), and communicates with applicants and current and former tenants as required.
Assists the Rental Assistance Programs staff and other departments with special projects, as required.
Performs other related duties as assigned.