Customer Service Representative

Hourly Rate: $18.89 - $23.45

Non-Exempt, Union Represented

Purpose of Customer Service Representative

Under the direct supervision of the Housing Programs Manager, the Customer Service Representative performs a variety of essential day-to-day functions centered around providing excellent customer service for SHA applicants, program participants, landlords and the public. The position serves as the primary point of contact for both in-person and telephone communication at SHA's Central Office; including providing both general and specific program information, working with applicants, participants, and landlords to determine and address their specific questions and needs, answering and returning phone calls and voicemail; and developing a positive, effective working relationship with all customers.

Essential Duties and Responsibilities

• Contributes to achieving the SHA mission, compliance, and the effective and efficient administration of programs, in accordance with applicable federal, state, local, and agency regulations, rules, laws, and procedures.
• Greets office visitors and clients with courteous and proper attention, ensuring proper handling of inquiries, requests, and complaints.
• Provides specific referral information on other community resources for anyone who SHA cannot immediately serve.
• Identifies applicants, participants, and landlords that may have limited English proficiency (LEP) and coordinates with customers and interpreters when translation services are needed.
• Establishes and maintain good rapport with public, family clientele and landlords; promulgate and maintain Authority policies, rules, and regulations.
• Performs the following front desk duties as needed, including:
• Retrieves the operator's voicemail messages and forwards to appropriate staff member if known, and returns general information messages within 24 hours.
• Collects, date stamps, and distributes paperwork and correspondence received.
• Ensures the general orderliness and neatness of the lobby and general work and copy machine areas of the office.
• Collects, routes and receipts payments. Serves as primary backup for outgoing mail processes.
• Receives incoming agency telephone calls and provides information in response to customer and public inquiries or requests regarding services and programs.
• Performs administrative work involving client eligibility, including:
• Interviewing applicants and participants to identify and verify information or documentation provided for eligibility.
• Produces and sends out miscellaneous correspondence including but not limited to recertification information, verification requests, denial letter(s), etc. in accordance with HUD regulation and SHA policy.
• Inputs client data into SHA's database program(s) and keeps legible records on each individual client contact.
• Files or retains all expired/inactive files in accordance with records retention policy.
• Assists in maintaining forms as needed.
• Attends training, reads appropriate publications, and confers with others in this field to stay knowledgeable of the changing federal regulations and policies.
• Teamwork
• Attends regular meetings to discuss new approaches to better serve our clients and reviews new and current policies and procedures.
• Attends training sessions that pertain to Housing as required to meet the ever-changing needs of the job requirements.
• Work closely and professionally with other public agencies and organizations that may be available for the betterment of our communities.
• Assist other staff with assignments as necessary, and performs other related duties as required or assigned.

Requirements

Acceptable Experience and Training

High school diploma or GED equivalency is required. One year of full time experience in customer service is required. Coursework or certificates in customer service or office practices may substitute for experience.

Preference is given towards experience in public/government entities, or non-profit agencies, with multi-line phone and voicemail systems, busy reception and office environments, and use of basic office machinery.

Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work of a Customer Service Specialist.

Must have an acceptable credit history according to SHA's policy.

Competency Requirements

Knowledge of:
• Advanced methods of customer service.
• Various computer systems and programs, data entry and database interactions, Microsoft Office products, and spread sheeting programs.

A variety of laws, regulations and agency policies, including:

SHA Drug and Violent Crime Policy
Housing Choice Voucher regulations
Washington State Landlord-Tenant Law
State and Federal Fair Housing Laws

Regulations and procedures as they pertain to applicant/participant eligibility and rental subsidy.
Local human service resources and services.

Ability to:
• Use general office equipment, such as copiers, faxes, multi-line phones, and scanners.
• Perform data entry and keyboarding tasks for extended amounts of time.
• Effectively serve very low-income, vulnerable citizens with special needs, persons with disabilities and persons with Limited English Proficiency (LEP).
• Identify and communicate customer rights, and discern need for reasonable accommodations for persons with disabilities, mitigating circumstances and oral translation services for persons with limited English proficiency.
• Remain calm, open-minded, helpful, tactful, and professional under stressful and emotionally charged conditions.
• Respect privacy and confidentiality of applicant/participant files and information.
• Establish and maintain effective relationships with fellow employees, customers, property owners/managers and various service providers/advocacy organizations.
• Effectively organize work and understand systematic procedures.
• Work independently with limited supervision, remain flexible, and exercise sound judgment.
• Read, write, and understand English.

Essential Physical Abilities
Physical demands include using hands to finger, handle or feel and talk or hear. The employee is frequently required to stand, walk or sit. The employee is occasionally required to reach, climb or balance, stoop, kneel, crouch, crawl or lift. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, and distance vision. The use of computer and adding machine is essential to job performance.
Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and to communicate effectively in person and on a telephone.
Work is primarily sedentary in nature. The work environment noise level is usually moderate. The employee can be exposed to outside weather conditions.
Must be able to fully function in a drug-free environment: history free criminal/drug felony convictions.

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibilities. They should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or to otherwise balance the workload for the good of the organization.