Customer Service Representative

Duties And Responsibilities

• 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.
• Aid in scheduling appointments for program staff, including briefings, recertifications, and inspections as needed.
• Assist with forms, explain basic program requirements, and assist with document submission processes.
• Ensure confidentiality of participant information and compliance with HUD regulations, including privacy and fair housing requirements.
• Aid in 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.

Qualifications

• High school diploma or equivalent.
• At least one year of experience in a professional office environment, performing customer service and administrative functions preferred.
• Professional working proficiency in Spanish/Creole a plus.