Administrative & Executive AssistanceAdministrative Support
About the job
Requirements
A high school diploma or GED is required.
A minimum of four years of direct customer service experience is required.
Excellent communication and customer service skills are required.
Bilingual English and Spanish proficiency, both oral and written, is required.
The ability to communicate clearly and concisely, both orally and in writing, is required.
Previous experience working in a very fast-paced environment is required.
Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook, is required.
The ability to establish and maintain effective working relationships with Agency staff, residents, and the general public is required.
The ability to evaluate data and maintain organized records is required.
The ability to remain professional under pressure and while handling multiple demands is required.
The ability to analyze, review, and complete reports within specific deadlines is required.
The ability to prioritize and organize assigned tasks to make optimal use of time is required.
Experience with office equipment is required.
Responsibilities
Provide high-level customer service and assist customers promptly and efficiently.
Communicate with customers by telephone and face-to-face.
Answer Agency-wide telephone lines, route calls to the appropriate staff member, or take and forward messages.
Greet customers, research client cases, and provide status updates to Agency applicants.
Maintain the confidentiality of personally identifiable information.
Respond to telephone and email inquiries.
Research client history in the Agency’s internal information technology software system.
Explain payment status and processes to landlords.
Explain affordable housing program and Housing Choice Voucher waiting-list status to applicants.
Assist applicants with applying for housing programs online.
Review and approve program applications.
Assist applicants and residents with uploading certification documents using a software system.
Coordinate inquiry responses with rental assistance supervisors.
Maintain tracking reports regarding calls and visits.
Update the information system with appropriate information and enter notes documenting client interactions.
Update tracker logs.
Schedule Housing Choice Voucher Program operational appointments according to established deadlines.
Prepare and mail correspondence within associated deadlines.
Create and process Department purchase orders.
Assist with Department clerical duties.
Perform other duties as assigned.
Desired Qualifications
Previous experience working with a telephone switchboard and multiple phone lines is highly desired.
Knowledge of Agency policies, procedures, and practices relating to affordable housing and Housing Choice Voucher programs is highly desired.
Description
The HCV Program Assistant is responsible for customer service activities including providing direct client responses via phone, in person or electronically, answering and directing phones lines to appropriate staff, application collection, Housing Choice Voucher (HCV)/S8 landlord billing status, waitlist application status, and other general and program specific information.
Requirements
Job Qualifications and Knowledge Requirements:
· High School diploma or GED.
· Must have a minimum of four years of direct customer service experience.
· Must have excellent communication and customer service skills.
· Bilingual (English/Spanish) is required (oral and written).
· Previous experience working with telephone switchboard and multiple phone lines is highly desired.
· Must have the ability to communicate in a clear and concise manner, both oral and written.
· Must have previous experience working in a very fast paced environment.
· Must be proficient in using the Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
· Must have the ability to establish and maintain effective working relationships with a diverse group ranging from Agency staff, residents and the general public.
· Knowledge of Agency policies, procedures and practices pertaining to affordable housing programs and HCV/S8 programs is highly desired.
· Must have the ability to evaluate data and maintain records in an organized manner.
· Must have the ability to maintain professionalism under pressure and tensions related to multiple demands.
· Must have the ability to analyze, review, and complete reports within specific deadlines.
· Must have the ability to prioritize and organize assigned tasks to achieve optimal use of time.
· Must have experience with office equipment.
Specific duties include, but are not limited to the following:
· Provide high-level customer service and assist customers in a prompt and efficient manner.
· Provide customer service communication via telephone and face-to-face.
· Answer Agency-wide telephone lines, route calls to the appropriate person, or takes and forwards messages to the appropriate person.
· Greet customers, research client cases, and provide status to Agency applicants.
· Maintain the confidentiality of personal identifiable information.
· Respond to telephone and email inquiries.
· Research client history in the Agency’s internal Informational technological software system.
· Explain payment status and process to landlords.
· Explain status of waiting list (affordable programs and HCV) to applicants.
· Assist applicants to apply for housing programs online.
· Review and approve program applications.
· Assist applicants and residents to upload documents for certification using a software system.
· Coordinate response to inquiries with rental assistance supervisors.
· Maintain tracking reports regarding calls and visits.
· Update Informational system with appropriate information and enter notes in system to memorialize client interaction.
· Update tracker logs.
· Schedule all operational appointments for the HCV Program per set deadlines.
· Prepare and mail correspondence within associated deadlines.