Resident Relations Specialist

Tampa Housing Authority•Tampa, FL

About The Position

The Resident Relations Specialist is the primary point of contact for residents, external clients, and elected officials. The role handles inquiries and complaints in accordance with HUD ACC requirements and NTHDC procedures, ensures timely and accurate responses, maintains detailed records, and supports the Resident Relations Manager in meeting service quality standards. The Specialist receives and investigates inquiries, tracks resolution, coordinates required notifications and follow-ups, documents activity in internal and HUD systems, and closes cases when resolved. The role also supports compliance and reporting, including monthly tracking logs, HUD submissions, and responses to HUD FOIA requests. It provides courteous customer service, handles escalated concerns with the Resident Relations Manager, and educates residents about leasing and occupancy rules under HUD Handbook 4350.3. Travel may be required up to 10%.

Requirements

High school diploma or equivalent.
At least 2 years of experience in customer service, housing compliance, or call center operations.
Understanding of HUD ACC requirements and resident relations procedures.
Excellent communication and conflict-resolution skills.
Proficiency in HUD Secure Systems applications and Microsoft Office Suite.
Ability to manage multiple priorities and meet strict deadlines in a fast-paced environment.
Strong collaboration skills for cross-functional projects.
Detail-oriented with problem-solving abilities.
Ability to communicate information courteously and diplomatically.
Ability to multitask and work independently with self-motivation.
Proficiency using proprietary software for ACC tasks.
Effective oral and written communication skills.
Ability to travel up to 10%.
Valid Florida Driver’s License.
Must be insurable under the agency’s insurance policy.

Nice To Haves

Associate degree preferred.
Familiarity with HUD programs, COS, and PBCA operations strongly preferred.

Responsibilities

Receive, log, and investigate inquiries submitted by phone, email, fax, mail, or in person.
Classify inquiries by type and initiate resolution tracking in internal software.
Notify Owners/Agents within required timeframes: within one hour for life-threatening issues and by close of business for other issues.
Promptly contact complainants to confirm their concerns have been reported.
Investigate and resolve resident inquiries or complaints.
Follow up with Owners/Agents and complainants every three business days for life-threatening issues and weekly for other inquiries until resolution.
Document actions and communications in the internal software system and HUD’s iREMS systems.
Close inquiries upon resolution and upload final documents to the document management system.
Ensure tasks meet Acceptable Quality Levels under the ACC.
Assist with monthly tracking logs and reports for HUD submission.
Maintain accurate records of inquiries, responses, and corrective actions.
Manage and gather responses to HUD FOIA requests.
Communicate courteously and professionally with residents and stakeholders.
Coordinate escalated concerns with the Resident Relations Manager.
Educate residents on program rules and regulations governing leasing and occupancy in accordance with HUD Handbook 4350.3.