Call Center Representative

About Us

Founded in 1937, the Housing Authority of Baltimore City (HABC) has kept the promise of public housing alive. It has done so by maintaining and modernizing its buildings and enriching the lives of its residents through innovative social services, recreational and educational programs, and job training initiatives. What makes HABC successful is the dedication of its employees and its history of strong leadership.

Position Summary

The primary purpose of this position is to assist Housing Choice Voucher Program participants, owners, applicants, and other concerned parties by responding to inquiries regarding Housing Choice Voucher Program general information, rules, regulations, policies, and procedures. Disseminates accurate program information and assists in resolving problems and complaints in a timely manner in accordance with HUD rules and regulations and Agency policy and procedures. Performance of the duties requires excellent written and verbal communication skills, interacting face-to-face with Customers daily at the Reception Desk, assisting Customers with completing the Walk-in Registration process, and assisting Customers with other HCVP services.

All activities must support the Housing Authority of Baltimore City (“HABC” or “Authority”) mission, strategic goals, and objectives.

Essential Duties and Responsibilities

• Answer questions and resolve problems in person, via telephone, and via email.
• Assists other staff members in receiving and resolving technical customer questions, comments, and complaints etc.
• Interprets and explains HABC policies to applicants and other interested parties.
• Performs data entry of necessary information and enters it into the computer.
• May compose and type various forms of correspondence.
• May maintain records and assist in the preparation of required reports.
• Performs other duties as assigned.

Minimum Education, Training, and/or Experience

High School Diploma and 30 credit hours of college coursework. Bachelor’s degree preferred in related field and a minimum of 2 years of experience in customer support role. An equivalent combination of education, training, and experience may be considered.

Other Requirements:

• Availability to work some evenings and weekends as needed.
• Successful completion of a prescreening investigation, including verification of employment history and education credentials.
• A 6-month probationary period applies to this full-time permanent position.

Benefits

We offer a competitive package of employee benefit programs that supports recruitment and retention objectives and is designed to meet the diverse and changing needs of our employees. HABC’s comprehensive benefit package includes:

• Paid Holidays
• Paid Vacation
• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Pharmacy Coverage
• Retirement Program

All new employees are required to receive at least one COVID-19 vaccination shot in a two-shot series or be fully vaccinated before the date of hire.

FOR INTERNAL CANDIDATES ONLY: Current HABC employees who are on probation, whether due to initial new hire status (6 months) or promotion (3 months), will have the opportunity to apply for other roles within HABC once their probationary period is completed. This allows time for growth, development, and the demonstration of their skills and commitment, paving the way for new opportunities within the organization.

If you are currently under the progressive disciplinary process, you may not have the chance to be considered for a promotion (s) within HABC. Please review the Manual of Personnel Policies or the applicable Collective Bargaining Agreement for more information on the disciplinary process. 

This posting will remain open until December 26, 2025