Position Title:

Client Support Specialist

Department:

Operations

Reports to:

Property Manager

Employment  Status:

Full-Time

FLSA Status:

Non-Exempt

Date Created:

July 2021

The primary purpose of this position is to provide front-office, client-facing support to on-site property management operations.

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

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.

Monitors front desk and reception area of site office. Maintains positive communications and relations, including answering phone calls and emails and receiving walk-in visitors to the office; receives and responds to inquiries(telephone and in-person) from applicants, tenants, other HABD staff, and community organizations when appropriate.

Provides customer service to applicants, tenants, and the general public; answers incoming calls and emails; responds to inquiries regarding program information, the admissions process, application status, continued occupancy, and rent payments, escalating matters as needed. Documents customer service interactions and resolutions in a log or other appropriate system.

Receives, sorts, and distributes mail and correspondence promptly and accurately. Delivers outgoing mail to the post office weekly. Submits monthly postage reimbursement to the Finance Department.

Provides clerical and administrative support to the property management office, including recordkeeping, document generation, data tracking, telephoning, mailing, and filing as assigned. Ensures adequate supply of forms and flyers are available for housing applicants.

Assists property management staff with re-examinations, eligibility and continued occupancy processes,including receiving and reviewing applications for completeness, verifying information, performing criminal background and credit checks, verifying income, and collecting supporting documentation as required by HUD or other funding guidelines. Prepares and sends written requests for income verification and verifies income from third parties via mail, fax, or telephone.

Determines applicants initial and continued eligibility in accordance with the Public Housing Admissions and Continued Occupancy Policy (ACOP) and regulatory requirements.

Conducts interviews as needed for initial eligibility and continued occupancy.

Performs or coordinates all move-in, move-out, annual, and follow-up inspections and handles minor complaints.

Coordinates with tenants to schedule exterminations, remodeling, and other activities initiated by management that affect the physical condition of the housing unit.

Respond to requests promptly and courteously; identify department administrative needs and develop appropriate solutions and/or recommendations.

Processes application updates, enters information in the appropriate location(s), and communicates with applicants and current and former tenants as required.

Compiles and submits office supply requests to supervisor.

Maintains supplies, including cleaning, toner, and cartridge replacements.

Prepares letters, office forms, records, correspondences, and memos.

Enter work orders on time as received and assist the department in documenting closed work orders.

Assists with administrative duties as required.

Performs other related duties as assigned.

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/smart 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 the needs of both internal and external customers; talks and acts with customers in mind. Recognizes work colleagues as customers.

Effective Communication: Ensures essential information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to and conveys 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 success above own interests; supports everyone's efforts to succeed.

Knowledge of HUD, federal, state, and local laws and regulations, and HABD policies and procedures related to the position.

Knowledge of the regulations affecting HABD’s housing programs and demonstrated ability to understand the terms, conditions, and content of HABD’s standard operating procedures for property management.

Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, including the elderly population.

Ability to acquire knowledge of HUD and Housing HABD housekeeping standards and housekeeping inspection procedures.

Ability to obtain and document information about community resources.

Ability to maintain moderately complex records and to prepare clear and concise reports.

Proficient in basic mathematical and statistical skills and ability to understand and interpret data, charts, and graphs.

Ability to prioritize tasks and work in a fast-paced environment.

Ability to maintain tact and professionalism in difficult situations.

Ability to understand, respond, follow, and provide instructions in oral form.

Ability to establish and maintain effective working relationships with employees, officials, suppliers, and the general public.

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.

High School Diploma or GED and a minimum of three (3) years of experience in administrative support or related experience. Property management or a similar field, such as a social service organization experience, is preferred. An equivalent combination of education and experience may be considered.

Some positions may require possession of a valid driver’s license and the ability to be insurable under HABD’s automobile insurance plan at the standard rate.

To perform this job successfully, the employee should have strong computer skills (e.g., MS Word, Excel, PowerPoint,andOutlook). Must learn other computer software programs as required by assigned tasks.

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.