Customer Service Representative

*January 2024 * *FLSA: Non-Exempt * *Customer Service Representative * *(LIPH/HCV) * *Reports to: *Chief Operating Officer *Position Summary: * Responsible for providing support to the Public Housing and HCV Program departments by assisting tenants, landlords and outside agencies with inquiries regarding authority functions and programs.
The employee performs general office work and various administrative support functions.
*Salary Range:* $17 *Pay Grade:* 10 *Essential Functions: * * Manages reception lobby.
Greets visitors in a courteous, professional manner.
* Assists program participants with issues surrounding the completion of tenant information.
* Answers general inquiries from other employees and the public, in person and over the phone.
Refers calls and/or visitors to other employees or departments as appropriate.
Allow vendors into the office for deliveries.
* Copy and assemble briefing & recertification packets as needed.
* Check drop box every day at 8 am, 12 noon, and 4 pm.
* Manages and answers a high volume of incoming calls and directs to proper contact person/department.
* Provides information about the agency, such as location, department or offices, staff within the organization, or services provided.
* Observes and reports any unusual activity in the reception lobby.
* Stamps, logs, and distributes incoming documentation and electronic communications to appropriate department/recipient.
* Effectively communicates policy procedures to customers and presents the information in a clear and understandable format.
* Checks work order phone lines and messages.
* Completes supply orders for the HCV department.
* Contact program participants regarding utility cards in the office and distribute them when necessary.
*Qualifications/ Competencies* * Exhibits requisite knowledge, skills, and abilities to perform the position effectively.
* Knowledge of policies, procedures, objectives, operational entities, and requirements.
* Uses appropriate judgment & decision making in accordance with level of responsibility.
* Sets high standards of performance conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.
* Meets/exceeds the expectations and requirements of internal and external customers.
* Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing.
* Attentive to comments and questions of others; listens effectively.
* Proactively seeks solutions to resolve unexpected challenges and actively assists others without formal/informal direction.
Applies feedback for continued growth by mastering concepts needed to perform work.
*Work Environment/ Physical Demands * Work is performed primarily in an office environment with occasional travel to meetings.
The noise level in the work environment is moderate.
Work involves the normal risks or discomfort associated with an office environment and is usually in an area that is adequately cooled, heated, lighted, and well ventilated.
*Minimum Qualifications * 1.
High school diploma/GED.
2.
A minimum of two (2) years of customer service experience, preferably in public or private housing management operation.
3.
Must have minimal typing skills.
4.
Knowledge of MS Office Suite, PDF Complete, Outlook 365 5.
Ability to work in a fast-paced office environment.
6.
Demonstrate good time management skills and ability to prioritize tasks as needed.
7.
Ability to handle high volumes of data entry.
8.
Must be detail oriented, organized, and have good public communication skills.
*Requirements * 1.
Must be available for occasional overnight travel for training.
2.
Must pass employment drug screening and criminal background check.
3.
Must work with the highest degree of confidentiality.
_This job description has been approved on all levels and is not to be interpreted as creating a contract for employment, expressed, or implied between the Independence Housing Authority and any employee.
The Independence Housing Authority provides equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, national origin, age, disability, genetics, or veteran status, as well as any other protected class.
In addition to federal law requirements, the Independence Housing Authority complies with applicable State and Local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
_ _The Independence Housing Authority expressly prohibits any form of workplace harassment based on race, color, religion, gender identity or expression, national origin, age, disability, genetics, or veteran status, as well as any other protected class.
_ The employee signature below constitutes the employee’s understanding of the requirements, essential functions, and duties of the position.
*Signatures * \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_ Employee (Print) Signature Date \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_ Chief Operating Officer (Print) Signature Date Job Type: Full-time Pay: From $17.
00 per hour Benefits: * Dental insurance * Flexible schedule * Health insurance * Paid time off * Vision insurance Experience level: * 2 years Shift: * 8 hour shift * Day shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Ability to Relocate: * Independence, MO 64055: Relocate before starting work (Required) Work Location: In person