Summary of Position: Provides administrative and clerical work of a complex, professional and responsible nature. Position is responsible for supporting the Management Team, and serves as the primary point of contact for RHA customers and the general public. The Customer Service Specialist triages phone calls, greets visitors and forwards tenant concerns to the appropriate staff person, in a manner that ensures outstanding accuracy and customer service. Works with the Executive Administrative Assistant and Finance Specialist (EAA/FS) in managing office operations in accordance with sound business practices. Initiative, sound judgement, analytical skills, and adherence to confidentiality and procedures are critical to the success of this position.
- Performs program support functions and clerical work including typing, filing, photocopying, mailing of tenant statements and report generation.
- Accepts applications and begins the initial review and processing of applications including requesting landlord and character references, EIV verification check, Tenant Check reports, criminal records and sex offender registry checks, FBI fingerprint card processing as needed, income eligibility, and data entry and updates into the PHA Web system. Forwards all completed applications to the Occupancy and Compliance Manager (OCM) for quality control review.
- Coordinates the distribution of all tenant notices.
- Responsible for stocking of all applications and affordable housing guides and marketing materials. Updates bulletin board postings with required regulatory materials.
- Assists applicants with completing applications as requested.
- Provides customer service driven front desk and telephone coverage. Triages requests for information and forwards the requests to the appropriate parties. Manages the reception area so as to ensure a positive experience for customers.
- Mails applications and other requests for information to applicants or other customers.
- Assists OCM in maintaining the Homeless tracking binder for annual reporting.
- Regularly mails out Criminal Record Check’s to State of Vermont, with assistance from the Property Manager, as necessary.
- Primarily responsible for sending out Hickory Street annual recertification packets
- Handles general information requests only regarding Authority programs and activities.
- Works with property management and Section 8 Program staff to ensure that forms in applications and recertification packages are up to date.
- Responds to general questions which come from website or forwards them to the appropriate party for response.
- Assists property management staff with the processing of Shelter Statements for tenants.
- Receives and triages work orders based on urgency of repair. Enters work orders in PHA Web, Distributes and oversees the closing of work orders providing technical support to RHA maintenance staff in completing remote entries. Forwards proposed tenant charges to property management staff for approval. Generates related reports as requested.
- In collaboration with the PM, prepares and mails tenant statements monthly.
- Accepts tenant rents for processing by the EAA/FS.
- Assists the EAA/FS in procuring and maintaining office equipment and supplies including computers, telephones, photocopiers, fax machines, and postage meters, as needed.
- Coordinates requests to the Rutland Police Department and Rutland Fire Department for monthly reports.
- Coordinates applicant and resident files to ensure compliance with regulations, RHA Standard Operating Procedures and accuracy. Reviews any questions or concerns with PM and/or OCM.
- Purges and updates applicant files bi-annually in collaboration with the PM and OCM.
- Acts as a back up to the Executive Administrative Assistant and Finance Specialist.
- Performs miscellaneous special projects as requested.
- Ensures that all administrative procedures comply with good organizational practices.
i. That sound operating procedures are in place and functioning effectively.
ii. That record keeping is comprehensive, up-to-date, and easily accessible.
iii. That internal and external communications are timely and effective.
- Ability to rapidly develop a thorough knowledge of the functions, procedures, organization and governing laws and regulations of the Authority.
- Proficient in the use of Microsoft Office and the ability to rapidly learn PHA Web and other computerized programs including use of the internet for on-line research.
- Ability to compose materials and correspondence on own initiative or with a minimum of instruction. Type and proofread routine documents and forms.
- Ability to think independently and to use sound judgement to analyze a variety of problems, make recommendations and carry out instructions.
- Knowledge of record and file maintenance procedures and ability to devise and maintain detailed, thorough and accurate record keeping systems.
- Thorough knowledge of routine office procedures, grammar usage and spelling.
- Ability to maintain confidentiality, exercise good judgement, courtesy and tact. Communicate effectively orally and in writing. Establish and maintain effective working relationships with supervisor, co-workers, tenants and the general public.
- Ability to plan and organize a heavy work load and quickly identify priorities of a busy and diverse organization. Operate under stress related to the need for meeting deadlines.
- Commitment to quality and excellent customer service.
- Possess an excellent telephone manner and ability to handle a variety of callers, while not exceeding the scope of the job description or intended knowledge base.
- High school degree required (Associates Degree preferred) with a specific focus on business or office procedures.
- A combination of experience and training which provides the required knowledge and skills.
- Cash handling and data entry experience.
- Public Housing and Section 8 Program Management certification (or equivalent) within 12 months of employment.
- Must possess a valid Vermont driver’s license, have dependable private means of transportation and insurance as prescribed by the State of Vermont.
- Must work in a collaborative team-oriented manner with all Rutland Housing Authority staff.
- Enhances and promotes the image of Rutland Housing Authority in the community through a shared commitment to professionalism, quality, responsiveness, and service.
- Under no circumstances provides guidance or information on any program preferences or applicant wait list questions. All such inquiries are to be forwarded to the OCM or Property Manager.
- Must be bondable.
- Demonstrates a commitment to the mission and values of RHA
- Demonstrates respectful and effective communication with others
- Protects the privacy and confidentiality of all private information related to participants, families, staff and general housing operations following privacy practices and HIPAA requirements
- Has excellent interpersonal skills and be able to relate to internal and external parties professionally, representing RHA in a positive manner.
- Possess the ability to self-direct, strong attention to detail, and commitment to excellence in work product while handling multiple projects at one time.
- Adheres to all safety practices, rules, and standards throughout the workday
- Demonstrates a commitment to high quality customer service, quality, and proactively seeks to make improvements in systems and processes.
- Proactively anticipates, manages, and constructively resolves, conflicts and disagreements; identifies ways conflict can lead to positive change.
- Demonstrates a high level of emotional intelligence, treats others ethically and fairly, and displays integrity and honesty.
- Adapts and is flexible in response to constraints, failures, and adversity.
- Builds and maintains effective relationships
a. Full-time position, 40 hours per week non-exempt,aligned.
b. Combination of office and field environment.
c. Ability to lift and carry computer and other office equipment.
d. Ascending and descending stairs.
e. Moving to accomplish tasks and moving from one worksite to another.
f. Works with others to exchange information.
g. Repetitive motions with may include the wrists, hands, and/or fingers.
- Computers, printers, telephones, fax machines, copy machines, calculator, postage meter and general office equipment.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Customer service: 2 years (Required)
Ability to Commute:
- Rutland, VT 05701 (Required)
Ability to Relocate:
- Rutland, VT 05701: Relocate before starting work (Required)
Work Location: In person