Resident Relations Specialist 26-26

About the role

Established in 1937, the Housing Authority of the City of Austin (HACA) is a national leader in providing safe, healthy and affordable housing options for the Austin community. HACA's mission is to cultivate sustainable affordable housing communities and partnerships that inspire self-reliance, growth and optimism. Southwest Housing Compliance Corporation (SHCC) is looking for a detail-oriented and customer service-oriented professional to join our fast-paced Resident Help Desk team.

Responsibilities

• Respond to Inquiries
• Address resident questions and concerns via phone, email, and mail related to maintenance issues, property policies, rent calculations, utility disruptions, and interpersonal conflicts.
• Ensure Timely & Professional Service
• Handle all interactions with professionalism and courtesy, ensuring timely follow-ups in accordance with established guidelines.
• Research & Guidance
• Investigate applicable HUD policies to provide accurate information, guidance, and education to residents, property owners, and agents.
• Data Management
• Perform accurate data entry and maintain thorough documentation and records for each case handled.
• Stakeholder Communication
• Communicate clearly and effectively with property owners, agents, and HUD representatives to ensure all issues are resolved to satisfaction.

Requirements

• A strong customer service mindset-you're empathetic, patient, and professional in all interactions.
• Excellent communication skills-both written and verbal, with the ability to explain complex policies in a clear, understandable way.
• Strong multitasking abilities-you can juggle multiple inquiries while maintaining accuracy and efficiency.

Qualifications

• Ability to provide compassionate and professional customer service to clientele of diverse backgrounds.
• Strong computer skills (Google Suite, Microsoft Office Suite, Adobe Acrobat, DocuSign, Emphasys ELITE, and Laserfiche).
• Excellent oral and written communication skills.
• Ability to establish, cultivate, and maintain effective working relationships with external partners, clients, and coworkers.
• Knowledge of standard bookkeeping principles, practices, and techniques.
• Knowledge of HUD programs, regulatory compliance, the affordable housing industry.
• Spanish language proficiency.

Benefits

• Paid sick leave, annual leave, birthday leave & federal holidays
• 100% of employee health insurance premiums paid by the agency
• Supplemental health, dental, vision, and life insurance options for employees and family
• Employee Assistance Program
• Hybrid work schedule available

Pay

$22.58/hour

Schedule

Hybrid work schedule available

Application

Applications for employment must be submitted via online at the following website: https://hacanet.applicantpro.com/

Equal Opportunity Employer

SHCC is an equal opportunity employer.