Customer Service Specialist

Summary

The primary purpose of this position is to provide customer service to tenants, landlords, visitors, staff, contractors, and the general public. The incumbent answers or refers questions and provides information in person, via email, and over the phone, respectfully listening and communicating to help resolve problems. This position performs various administrative and clerical duties supporting the Rental Assistance Program Department.

All activities must support the Housing Authority of the Birmingham District ("HABD" or "Agency") mission, strategic goals, and objectives.

Essential Duties and 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.

• Receives participants, landlords, staff, and visitors into HABD's Department of Rental Assistance via phone, email, and in person.
• Provides customer service to applicants, property owners, and their agents; answers incoming calls and responds to messages; responds to inquiries regarding program information, the admissions process, application status, rent payments, and escalating matters as needed.
• Documents communications with tenants, landlords, and applicants for appropriate location(s).
• Receives and responds to inquiries and complaints professionally and promptly.
• Corresponds and collaborates with staff in the Department and throughout the Agency to resolve issues and provide information.
• Maintains positive communications and relations with internal and external partners.
• Releases information according to company policies and procedures and ensures the confidentiality of information and records.
• Receives, sorts, and distributes mail and correspondences quickly and accurately.
• Provides clerical and administrative support to the Housing Choice Voucher team, including recordkeeping, document generation, data tracking, phoning, mailing, and filing. Ensures adequate supply of forms and flyers are available for housing applicants.
• Responds to requests promptly and courteously; identifies the department's administrative needs and develops appropriate solutions and recommendations.
• Processes application updates, updates information in appropriate location(s), and communicates with applicants and current and former tenants as required.
• Assists the Rental Assistance Programs staff and other departments with special projects, as required.
• Performs other related duties as assigned.

Behavioral Competencies

This position requires the incumbent to exhibit the following behavioral skills:

Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity of HABD. Uses appropriate judgment & decision-making in accordance with the level of responsibility.

Commitment: Sets high-performance standards; pursues aggressive goals and works hard/intelligent to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures internal and external customers; talks and acts with customers in mind. Recognizes work colleagues as customers.

Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively, orally or in writing. Demonstrates attention to and conveys an understanding of the comments and questions of others; listens effectively.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's work; does a fair share of work.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; puts team's success above own interests; supports everyone's efforts to succeed.

Job Competencies

• Knowledge of HUD, federal, state, and local laws and regulations, and HABD policies and procedures related to the position.
• Knowledge of the general operations and procedures of a medium-sized office.
• Knowledge of and ability to operate office equipment, especially computers for word processing and spreadsheet applications.
• Skilled in operating multi-line business telephone equipment. Experience in handling multiple calls and visitors and message retrieval and transmission systems.
• Ability to accurately and rapidly compose effective correspondence.
• Ability to handle tense situations calmly while delivering excellent customer service.
• Ability to present ideas in a clear, concise, professional, and grammatically correct manner in English, both orally and in writing.
• Ability to establish and maintain effective working relationships with co-workers, vendors, consultants, contractors, tenants, HUD, and local, state, and federal officials. Ability to communicate with people from a broad range of socio-economic backgrounds.