Sr Customer Service Representative (Housing Information Hub)

Sr Customer Service Representative (Housing Information Hub)

Salary

$44,928.00 Annually

Location

San Antonio, TX

Job Type

Full-Time

Job Number

2016-02529

Department

Section 8 Vouchers

Division

Housing Information Hub

Opening Date

11/04/2026

Closing Date

11/19/2026 5:00 PM Central

• Description
• Benefits
• Questions

Description

The Sr Customer Service Representative performs work of average and above difficulty in assisting and directing calls with a high level of accuracy to ensure optimum performance and services.

Examples of Duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.

• Provides accurate information regarding all program information to participants, co-workers, supervisors, and the general public.

• Promotes the best interest of Opportunity Home using the tools of reasonableness, fairness, and compassion with a client and employee focus.

• Identifies and assesses clients concerns and provides assistance through detailed and clear explanations.

• Resolves customer issues by demonstrating the ability to assist dissatisfied or frustrated callers through patience, compassion, and understanding, while remaining professional and maintaining composure.

• Intervenes to provide customer service support and confers with clients when necessary.

• Logs, maintains, and updates the accurate and timely resolution of cases in the Data Collection log on a daily basis.

• Accesses, maintains, researches, and updates the accurate and timely resolution of resident/client cases through the Lighthouse web-based system.

• Assists in administering, coordinating, and overseeing the completion of all daily duties required by the Client Services team.

• Demonstrates excellent customer service to internal and external customers at all times and sets examples for the Client Services team.

• Refers calls and emails appropriately to respective personnel and/or management.

• Retrieves and updates information from Opportunity Home's computer systems.

• Monitors the lobby queue or badge system to ensure it is functioning properly throughout the day and ensures all staff and clients utilize the system as required.

• Monitors the lobby queue or badge system; uses independent judgment to resolve waiting issues. Collaborates with appropriate staff to resolve all matters as necessary.

• As appropriate, assists in the preparation and maintenance of data, flyers, notices, current Opportunity Home San Antonio forms, documents, and required packets for all staff and lobbies.

• Assists with sensitive cases and refers to appropriate staff in a timely manner for adequate processing.

• Assists in preparing lobbies, including adequate staffing and supplies, prior to the start of each business day.

• Performs as a team player by interacting and communicating cooperatively and respectfully to achieve common goals and objectives, including fostering feedback and embracing the entire team-building process.

• Maintains a work area that is neat and safe, positive, and productive.

• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.

• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.

• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustee, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.

• Employees are expected to use Generative AI solutions ethically and responsibly.

• Other duties as assigned.

Behavioral Competencies

This position requires the incumbent to exhibit the following behavioral skills

• Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.

• Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

• Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.

• Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.

• Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyones efforts of Excellence; attends, supports, and participates in the organization's team building events.

• Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for ones own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Typical Qualifications

Education

Required

• High School Diploma or GED required.

Experience

Required

• One (1) year of inbound call center experience or a related field

• One (1) year of federal and/or affordable housing experience.

• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable.

• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience

• Bilingual speaker and writer in English and Spanish

• Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Public Housing Specialist Certification within 18 months of employment (depending on availability of training) and no more than three attempts to pass certification.

• Housing Choice Voucher Specialist Certification within 18 months of employment (depending on availability of training) and no more than three attempts to pass certification.

• Texas Class "C" driver's license at the time of placement and insurable by the organization's fleet and liability insurance carrier.

• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• Ability to maintain effective working relationships with co-workers, supervisors, and the general public.

• Ability to follow verbal and written instructions, and communicate effectively in writing and verbally.

• Ability to communicate or explain information clearly and recognize potential miscommunications.

• Knowledge of client service principles and practices and interviewing skills and techniques.

• Understanding of basic reading and writing skills.

• Skill in assessing and prioritizing multiple tasks, projects, and demands with excellent problem solving and organizational skills, while meeting established deadlines.

• Basic working knowledge of computer software including Microsoft Office with the ability to learn new software applications.

• Ability to work independently and in a team, and apply leadership, decision-making, and conflict-resolution skills.

• Skill in displaying understanding, tact, empathy, and concern with interpersonal relationships.

• Skill in analyzing problems and determining appropriate courses of action.

• Ability to work with a diverse population.

• Ability to project a professional image at all times.

• Ability to work in a fast-paced environment.

Physical Demands

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Environment

• The noise level in the work environment is usually moderate.

• High level of interaction with external/internal clients.

• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs.

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events.

ADA Statement

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an "undue hardship" on the operation of the employer's business.

Ethics

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.

Equal Employment Opportunity Statement

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.

SUMMARY OF BENEFITS

INSURANCE PLANS

HEALTH INSURANCE - BLUE CROSS/BLUE SHIELD HEALTH PLAN

This is a voluntary benefit for the employees. Employees can choose from two PPO medical plans (750 & 1000). Opportunity Home contributes between 78-85% of the cost. This is effective on the 1st day of the month following the date of hire.

DENTAL INSURANCE - BLUE CROSS/BLUE SHIELD DENTAL PLAN (BLUECARE DENTAL)

This is a voluntary benefit for employees. Opportunity Home contributes 50% of the cost. This is effective on the 1st day of the month following the date of hire.

VISION INSURANCE - HUMANA

This is a voluntary benefit for employees. Opportunity Home contributes one-third of the cost. This is effective on the 1st day of the month following the date of hire.

LIFE INSURANCE - (BLUE CROSS/BLUE SHIELD OF TEXAS)

Life insurance is furnished at no cost to the employee for the amount of one time the employee's annual salary rounded to the next thousand. Employees have the option to purchase additional life insurance at their own cost. This benefit is effective immediately. If additional life insurance is not elected during the first 30 days of employment, enrollment will be subject to the completion of an Evidence of Insurability form.

LONG TERM DISABILITY - (BLUE CROSS/BLUE SHIELD OF TEXAS)

Long-term disability is furnished at no cost to the employee. The employee will be eligible to receive a weekly benefit of 66.67% of their basic weekly income. This is effective following 90 days of employment.

SHORT TERM DISABILITY - (BLUE CROSS/BLUE SHIELD OF TEXAS)

Short-term disability is furnished at no cost to the employee. The employee will be eligible to receive a weekly benefit of 66.67% of their basic weekly income. This is effective following 90 days of employment.

VOLUNTARY ACCIDENT INSURANCE - (BLUE CROSS/BLUE SHIELD OF TEXAS)

This is a voluntary benefit for employees. This benefit pays for treatments, services, or injuries incurred, as a result of a covered accident.

VOLUNTARY CRITICAL ILLNESS - (BLUE CROSS/BLUE SHIELD OF TEXAS)

This is a voluntary benefit for employees. This benefit helps cover unplanned expenses when recovering from a critical illness.

LEGAL SERVICES - ARAG LEGAL SERVICES

This is a voluntary benefit for employees. This program offers employees convenient access to affordable legal services such as the preparation of Wills/Trusts; Debt Matters; Divorce; Identity Theft; Consumer Protection; Real Estate Matters; Document Preparation and Review, plus various other services.

RETIREMENT PLANS

OPPORTUNITY HOME PENSION PLAN

This is a mandatory benefit. All employees are required to participate in the pension plan following one year of employment. Opportunity Home contributes 7% and the employee contributes 5% of the gross wages each payroll. This is effective the first month following the employee's one-year anniversary.

457 DEFERRED COMPENSATION PLAN - (MISSION SQUARE)

This is a voluntary benefit. This is effective immediately upon receipt of an enrollment application. The minimum contribution is $10 per pay period. The maximum contribution is subject to IRS laws.

ADDITIONAL BENEFITS

FLEXIBLE SPENDING ACCOUNTS - MCGRIFF INSURANCE SERVICES

This is a voluntary benefit. Medical reimbursement and Dependent Care reimbursement accounts allow the employee to save money from their paycheck on a pre-tax basis. The amount that the employee elects to contribute is not subject to federal income tax, social security or Medicare.

FMLA / ADA ADMINISTRATION - ABSENCE MANAGEMENT (COMPSYCH)

This program provides employee leave administration services. Provides direct online tools and resources to employees. Employees/Supervisors deal directly with Intake Specialists who can answer questions, and provide consultation, eligibility, and guidance.

PAID PARENTAL LEAVE

Opportunity Home contributes 100% for six weeks of paid parental leave.

PTO DONATION

This is a voluntary program. All eligible employees will be allowed to donate PTO from their unused balance to their co-workers in need of PTO who have a major family medical emergency or a major disaster. Employees who would like to receive donated personal time from their co-workers must generally have a situation that meets the guidelines. Employees must be employed with Opportunity Home for a minimum of one year to be eligible to donate and/or receive donated personal time.

LIVONGO DIABETES MANAGEMENT (BCBS)

Opportunity Home contributes 100% to this program. Employees and dependents covered under BCBS Medical insurance are eligible for this program. The program provides escalated treatment options to minimize and delay the ongoing progression of this disease. Features include real time messaging on a connected blood glucose meter; certified diabetes educators; interventions when readings are out of range; test strips and lancets at no extra cost, and delivery at your door.

SMOKING CESSATION PROGRAM (BCBS)

Opportunity Home contributes 100% to this program. Employees and dependents covered under BCBS Medical insurance are eligible for this program. The program provides assistance with methods to learn how to quit smoking. Features include telephonic coaching via secure messaging; digital self-management with weekly online lessons; qualified staff, i.e. registered and licensed nurses, dietitians, exercise specialists, health educators, and mental health counselors.

EMPLOYEE ASSISTANCE PROGRAM - DEER OAKS

This is a free service provided to you, your dependents, and household members by Opportunity Home. The program offers a wide variety of counseling, referral, and consultation services. Opportunity Home contributes 100% for six counseling sessions per year and is available to both employees and their household family members. This is effective immediately upon employment.

TUITION REIMBURSEMENT PROGRAM

This benefit is effective after six months of employment.

DISCOUNTED TICKETS

Opportunity Home sells discounted tickets to Santikos Theaters.

GYM REIMBURSEMENT/WEIGHT LOSS PROGRAM

Opportunity Home will reimburse up to $50 per month for an employee's membership in a gym or nationally recognized weight loss program.

HOLIDAYS

Opportunity Home furnishes employees with 13 paid holidays annually.

Martin Luther King Day - January

President's Day - February

Battle of Flowers Day - April

Memorial Day - May

Juneteenth - June

4th of July - July

Labor Day - September

Indigenous People's Day - October

Veteran's Day - November

Thanksgiving - November

Friday after Thanksgiving - November

Christmas Eve Day - December

Christmas Day - December

PAID TIME OFF (PTO)

Years of Service Time earned

0-3 years - 3 weeks, 4.62 hours accrued per pay period

Over 3 years - 4 weeks, 6.15 hours accrued per pay period

Over 9 years - 5 weeks, 7.69 hours accrued per pay period

A maximum of 440 hours of PTO can be held at any time. Once the maximum amount is reached, PTO will stop accruing until some PTO has been used.

01

Do you have a valid drivers license?

• Yes
• No

02

Do you have a High School Diploma or GED required?

• Yes
• No

03

Do you have a one (1) year of inbound call center experience or a related fiel?

• Yes
• No

04

Do you have one (1) year of federal and/or affordable housing experience?

• Yes
• No

05

Have you ever worked at Opportunity Home San Antonio in any capacity (temporary, part-time, or full-time)?

• Yes
• No

06

Do you have any relatives or household members working at Opportunity Home or serving on the Board of Commissioners?

• Yes
• No

Required Question

Employer Opportunity Home San Antonio

Address 818 S. Flores Street

San Antonio, Texas, 78204

Phone 210-477-6410

Website https://www.governmentjobs.com/careers/homesa