Customer Service Representative

• Monitor lobby activity to ensure a safe, orderly, and welcoming environment.
• Greet and assist participants, applicants, Housing Providers, and visitors in a professional and respectful manner.
• Answer and direct incoming phone calls; respond to general inquiries regarding HCV program processes and services.
• Leverage available systems and technology to efficiently respond to inquiries from HCV participants and Housing Providers.
• Enter notes in system of record regarding visitor name, reason for visit, to whom they were referred, action needed, etc.
• Provide accurate information and guidance or route inquiries to appropriate staff or departments.
• Manage front desk operations, including visitor check-in, appointment coordination, and lobby flow.
• Receive, log, and distribute incoming documents, mail, and packages in accordance with PHA procedures.
• Maintain organized records of visitor logs, inquiries, and correspondence.
• Assist with scheduling appointments for program staff, including briefings, recertifications, and inspections as needed.
• Support customer service functions by providing forms, explaining basic program requirements, and assisting with document submission processes.
• Ensure confidentiality of participant information and compliance with HUD regulations, including privacy and fair housing requirements.
• Assist with administrative tasks such as data entry, filing, copying, and scanning.
• Support communication efforts by distributing notices, updates, and informational materials.

• Escalate complex or sensitive issues to appropriate staff in a timely manner.
• Complete weekly monitoring reports.
• Immediately advise Managing Director of any visitors or callers with issues or complaints regarding discrimination, legal actions, etc.
• Treats co-workers with courtesy and fosters a spirit of teamwork.
• Adheres to the requirements of the quality management system as applied to this position.
• Other duties as assigned.

• High school diploma or equivalent. 
• At least one of experience in a professional office environment, performing customer service and administrative functions preferred.
• EQUIPMENT AND TOOLS TO BE USED:
  • Experience with computers, telephones, calculator and etc.
  • MS Office Suite
• Proficiency in written and spoken English is required to effectively communicate with customers, team members, and management.
• Professional working proficiency in Spanish/Creole a plus.

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Occasionally/required to lift/push/carry items up to 25lbs.

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