Customer Care Representative

Department: Assisted Housing; Executive Office 

Reports To: Office Supervisor 

Summary 

Greet customers, owners, and the general public.  Answer telephones and provide general housing program information, and referrals.  Responsible for clerical and mail duties.  Distribute correspondence, documents, forms, packets that are delivered personally or by mail to department staff.    

Essential Job Functions 

• Serve as receptionist for applications area and/or answer telephone and respond to inquiries, assist clients, process applications, and take appropriate action in accordance with established procedures and HUD regulations. 
• Answer telephone calls and either answer inquiries personally or transfer calls to appropriate person  
• Greet persons who come to the office and assist them by answering questions, giving application form, helping them complete forms, or directing them to others who can deal with the person’s concern 
• Assist in maintaining security of the THA offices by keeping a sign-in log book and remaining vigilant for persons going past the reception area 
• Provide general information  
• Receive mail and distribute to appropriate individuals, and process outgoing mail in accordance with established procedure 
• Make copy of identification and other forms provided for application file 
• Provide applicants with address change forms 
• File applications in accordance with established procedures 
• Input and update information in computer, as needed 

Knowledge, Skills, and Abilities 

• Knowledge of THA rules, regulations, methods, principles, and procedures 
• Knowledge of modern office practices, procedures, and equipment 
• Knowledge of HUD and organizational regulations, policies, and procedures 
• Knowledge of  housing choice voucher program requirements  
• Knowledge of business English, spelling, arithmetic, and vocabulary 
• Knowledge of basic computer operations and data entry 
• Ability to understand and follow oral and written instructions 
• Ability to read, understand, and apply HUD and organizational rules, policies, procedures, and instructions 
• Ability to operate basic office equipment including a computer, fax machine, telephone, copy machine, etc. 
• Ability to establish and maintain effective working relationships with the public, residents, and other employees 
• Ability to communicate effectively orally and in writing 
• Ability to interact with the public, businesses, and other organizations in obtaining and providing information in a polite and efficient manner, both in person, and on the telephone 
• Ability to use sound judgment in order to make decisions in accordance with established procedures and guidelines 
• Skill in communicating orally with others, particularly potential residents and residents, in order to answer questions 
• Skill in dealing with people in a polite and diplomatic manner 

Minimum Qualifications 

• Requires High School graduation or GED equivalent. 
• Requires six (6) months of experience in customer service, office support services or related field; or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. 

Other: Valid Florida Driver’s License Insurable under the agency’s insurance policy 

This job description should not be interpreted as all-inclusive.  It is intended to identify the major responsibilities and requirements of this job classification established by THA.  All incumbents may not perform all of the job duties listed, and some incumbents may perform some duties which are not listed, and incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.