Summary
The primary purpose of this position is to greet and assist all clients and visitors of the Housing Choice Voucher Department, in person or via phone. The incumbent will assist clients with inquiries and route them to appropriate personnel.
All activities must support the Housing Authority of the City of Pittsburgh (“HACP” or “Authority”) 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.
Organizes and maintains an orderly front desk, ensuring that all new applications and paperwork are distributed to the appropriate personnel.
Prepares sign-in sheet each day; provides weekly reports to HCV Manager/Director providing the breakdown of visitors to the department.
Provides customer service to all external and internal customers, person-to-person or via telephone; assists clients with sign-in, applications, and inquiries.
Answers inquiries about HACP services in person or through use of telephone, fax, email, and correspondence.
Prepares copies of client documents needed for processing; locates missing information for certifications.
Assists other Section 8 support personnel with their duties and provides on-the-job training.
Obtains sufficient facts and detail to clarify indefinite or obscure customer requests; uses all available sources of information to provide the answers being requested; refers complex inquiries to appropriate staff for assistance.
Receives, logs, and distributes all incoming documentation received, reasonable accommodation requests, and informal / formal hearing requests; edits documentation for clients and staff, as needed.
Accepts appointments or cancellations from clients, and endeavors to reschedule cancellations for another time.
Uses computer to retrieve customer information, the status of accounts, and/or to make changes on database; ensures that correct and accurate information is used for retrieving and inputting information.
Monitors and maintains all documentation submitted via the front desk, reasonable accommodation request forms, and all other necessary forms required for use at the front desk at all times, and communicates with proper personnel when more are needed.
Receives, sorts, delivers, classifies, and routes all incoming mail; receives all outgoing mail and prepares mail to be posted, including but not limited to, preparing & distributing pre-certification packets and other material.
Prepares mailings for department and staff.
Reports negative conditions affecting customer satisfaction to the HCV Manager/Director.
Types and/or reproduces and collates reports, forms, correspondence and other material.
Proofreads all work for accuracy and neatness.
Maintains, monitors, and controls reception lobby area continuously, ensuring that rules are followed and the area is kept neat, safe, and orderly.
Performs filing or otherwise checks, analyzes, indexes and classifies, alphabetizes materials or records, and/or conduct limited research when necessary.
Communicates with staff when assistance is needed at the front desk and in the lobby.
Operates various office equipment, including printer, copier, and fax machine.
Assists with special projects as directed.
Performs other duties as assigned.
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Education and/or Experience
High School Diploma or GED equivalent required and a minimum of 1-2 years professional experience in a clerical or customer service role.
Technical Skills
To perform this job successfully, the employee should have strong computer skills (MS Word, Excel, and Outlook). Must have the ability to learn other computer software programs as required by assigned tasks.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
To perform this job successfully, the employee is frequently required to remain in a stationary position.
Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office environment. The noise level in the work environment is usually moderate.