Specialist I, Customer Support

Housing Authority of Baltimore City•Baltimore, MD

About The Position

The Customer Support Specialist (CSS) for the Housing Choice Voucher Program (HCVP) is the first point of contact for applicants, participants, landlords, and the general public. The role provides accurate information, resolves inquiries, and delivers customer service in support of HABC’s mission to provide safe, decent, and affordable housing for eligible low-income families. The CSS helps maintain effective relationships between HABC and its stakeholders and handles interactions professionally, efficiently, and in accordance with federal, state, and local housing regulations. All activities must support HABC’s mission, strategic goals, and objectives. This is a full-time permanent position with a six-month probationary period. The employee must be available to work some evenings and weekends as needed. The posting remains open until October 29, 2026.

Requirements

Graduation from an accredited two-year college with an associate degree in business or a social service-related field, or an equivalent combination of education, training, and experience.
Two years of progressively responsible experience performing front-line customer service tasks; the posting also identifies an associate degree in business or social service and two or more years of housing authority experience as an equivalent combination.
Possession of a valid Maryland driver’s license.
Must be eligible for coverage under the Authority’s vehicle insurance policy.
Must not engage in private real estate business.
Availability to work some evenings and weekends as needed.
Successful completion of a pre-screening investigation, including verification of employment history and education credentials.

Responsibilities

Serve as the front-line representative for the HCV Program, greeting and assisting walk-in clients, callers, and online inquiries.
Provide timely and accurate information about program eligibility, application processes, waitlist status, recertifications, inspections, housing assistance payments, and program updates.
Maintain a professional and welcoming front desk or call center environment.
Assist landlords and property managers with documentation, unit listings, and payment inquiries.
Document customer interactions, including timestamps, actions taken, resolution steps, and customer feedback, and follow up on unresolved inquiries.
De-escalate complaints or concerns with empathy and tact, escalating matters to appropriate staff when necessary.
Assist with processing documents and forms submitted by applicants, participants, or landlords.
Collaborate with program staff to ensure timely communication and resolution of customer issues.
Create or update written FAQs, scripts, and informational handouts to ensure consistent messaging.
Maintain confidentiality and comply with HUD and HABC policies related to housing and client data.
Monitor incoming inquiries to ensure timely responses and resolution.
Communicate with clients, property owners, tenants, other agencies, and employees by telephone, in writing, or in person.
Monitor and update inquiry statuses, such as new, in progress, escalated, resolved, or closed.
Report inquiry metrics and trends, including volume, average response and resolution times, first-contact resolution rate, and customer satisfaction, to support continuous improvement.
Follow up with customers and internal teams to close unresolved cases.
Capture and centralize incoming inquiries from channels such as phone and email, ensuring customer messages are logged promptly.
Escalate inquiries requiring higher-level support or cross-departmental intervention and keep relevant parties informed.