Front Desk Receptionist (Full-Time)

The HCV Program Administrative Support Specialist (Admin. Support Specialist) will provide various administrative and clerical support for various HCV Program Operations. The Admin. Support Specialist shall demonstrate exceptional customer service and communication skills to assist clients providing the most efficient path for customers between entry to the office and fulfillment of the service request. This individual will be responsible for providing detailed information and program guidance on all aspects of the HCV program to all clients who may have an issue, concern, or interest. Additional responsibilities will be gathering information from clients, providing assistance in navigating through the HCV processes and client system utilization. This is considered a critical support position for Tenant Services and all other aspects of the HCV program. The objective for this position is to build a positive service experience for the organization's clients and as such, it is supported by all levels of company management to attain top level customer service performance goals.

ESSENTIAL DUTIES

• Responsible for determining a walk-in customer's specific service needs upon entry to the office and routing the customer appropriately and efficiently
• Interactions with customers must be amicable, transparent, and non-confrontational
• Accurately expedites customer inquiries and requests to Tenant Services staff via CVR SharePoint
• Accurately provides detailed information to voucher holders regarding information necessary for the recertification, interims and moves process
• Address landlord/tenant issues and takes the necessary steps for resolution
• Accurately submit requests for change in family composition, change in income, reasonable accommodation, and requests to move from one unit to another unit
• Provides general inspection information to both participants and owners
• Document all comments into internal systems (i.e., Yardi, CVR SharePoint)
• Receive drop-off documents; Print receipts; Notates Yardi Memos and upload to CVR SharePoint Doc Tracker
• Assign record for walk-in specialist via CVR SharePoint
• Provides assistance and guidance upon request to Participants and Owners on the web portals, web sites, and other computer programs that provide direct service to Housing Choice Voucher Program clients
• Utilize customer service skills to de-escalate irate clients and escalate to appropriate supervisor when necessary
• Directs non-program related questions to the appropriate department and/or party
• Complete and full knowledge of the entire Housing Choice Voucher Program requirements, policies and procedures, and the ability to articulate that knowledge by answering a broad spectrum of program specific questions from owners and voucher holders. Program knowledge includes that pertaining to New Admissions, Tenant Services, Owner Services, Special Programs and Inspections. Must have sufficient knowledge of activities in all departments and be able to accurately answer questions, provide specific and detailed direction to program participants and resolve the majority of issues raised
• Intake and review of RTA's and processing
• Must have specific and complete knowledge of Interims and Moves processes to be able to communicate with clients what steps will need to occur to complete their objectives. Knowledge of these processes is not a prerequisite as the selected candidate shall be trained appropriately
• Assist with re-schedule for briefing, prepare manual packets for briefings and salesforce as needed
• Must have the necessary customer service skills, patience, tolerance, diplomacy, and verbal skills to answer vast array of questions about varying aspects of the program and/or the participants' status on the program
• Ability to effectively communicate in both oral and written form
• Ability to adapt to continued change in policy, protocol, and procedures
• Ability to thoroughly and effectively enter data into the company's internal system(s) that accurately reflects questions/issues raised by the clients to the HCV program, the information given and the status/resolution of the issue at hand
• Working knowledge of Microsoft Office applications including, Outlook, Microsoft Word, and Microsoft Excel
• Other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of the federal Housing Choice Voucher Program including HQS requirements.
• Knowledge of the rules and guidelines issued by federal and state agencies concerning the management of property (i.e., Landlord Tenant Laws, City codes, etc.)
• Ability to explain program requirements for annual and interim recertification, information verification, moves, and rent adjustments to HCV participants and property owners
• Ability to apply considerable levels of concentration frequently throughout the day
• Ability to effectively perform with constant interruption
• Ability to effectively communicate verbally, individually and in groups, with externa contacts, tenants and property owners
• Ability to effectively write procedural guides, letters, maintain documentation and complete required forms
• Ability to work with confidential situations with professionalism
• Strong people skills for building relationship with colleagues at all levels
• Ability to plan and prioritize your work and the work of others
• Strong independent decision- making ability
• Ability to take initiative and be resourceful.

Must possess superior organizational and leadership, and interpersonal skills. Ability to work independently on assigned tasks and graciously accept direction on given assignments. Professional phone etiquette and professional appearance a must.

Ability to operate necessary office equipment, computers and peripherals. Computer knowledge and proficiency with Microsoft Office Suite (Word, Excel, Outlook, etc.).

Job Type: Full-time

Pay: $18.00 per hour

Work Location: In person