On-call Customer Service Representative

About the role

Vancouver Housing Authority (VHA) is looking for a Customer Service Representative to be the welcoming face of our Main Street office by assisting individuals experiencing housing instability, navigating complex situations, and providing support to those facing mental health or substance use barriers. We work closely with local governments and other community partners throughout Clark County to address issues of affordable housing and homelessness and help families break the cycle of poverty.

In addition to answering phones and greeting visitors, this role is a lifeline for people in crisis. We need someone with patience, empathy, and the ability to manage challenging situations while maintaining professionalism and composure.

Responsibilities

• Greet and assist visitors, helping them access vital housing resources.
• Answer calls on a multi-line system and direct inquiries appropriately.
• Assist with online applications and forms.
• Offer information on resources related to low-cost housing in Clark County.
• Maintain a welcoming, organized reception area.
• Process incoming mail, payments, and key returns.
• Manage confidential information with care and discretion.
• Notarize documents as needed.

Requirements

• High school diploma required, plus some higher-level education or vocational training specializing in office skills, plus at least 1 year of directly related experience or equivalent required.
• Demonstrated computer skills necessary to complete duties effectively.

Preferred Skills & Experience

• Experience working with unhoused individuals or those facing housing instability.
• Knowledge of Clark County housing and social service resources.
• Experience assisting Section 8 participants.
• Ability to de-escalate tense situations and provide confidential assistance to individuals in crisis.
• Comfortable working with people from all walks of life, including those facing mental health or substance use challenges.
• Strong interpersonal and conflict resolution skills allowing you to stay calm under pressure and communicate with empathy.
• Experience running a multi-line phone system.
• Bilingual candidates are strongly encouraged to apply.

Pay

The full wage range for the On-Call Customer Service Rep position is $21.38 to $29.93. Starting salary is determined by the required qualifications for the role and the candidate's relevant experience.

Schedule

On-call schedule between the hours of 8 am - 5 pm, Monday - Friday. Non-exempt, OPEIU Local #11-represented position working in-person/on-site.

Benefits

• Meaningful work that addresses affordable housing and homelessness in our community.