Customer Relations Specialist (HRD)

Job Description:

The Customer Relationship Specialist is responsible for providing exemplary customer service to applicants, residents, landlords, vendors, and external stakeholders. The incumbent achieves this by disseminating information to the public about affordable housing programs and services offered by HOC within Montgomery County.

The Customer Relationship Specialist will manage the relationship between customers, potential customers and other stakeholders; communicate with internal and external partners to meet customer expectations; and use technology to track customers' issues and concerns until resolved.

The Customer Relationship Specialist will address customer requests based on an understanding of HOC programs and services as well as proactively offer solutions to address customer's issues and challenges. He/she will also follow up on issues and ensure all issues are resolved or escalated as appropriate. The incumbent will be required to craft written materials for use internally and externally to support the agency in providing consistent and clear guidance to customers. This position will be part of the Call Center team and will field inquiries primarily related to HOC's Housing Choice Voucher (HCV) and Project Based Voucher (PBV) Programs. The Customer Relationship Specialist position will also staff the front reception desk when onsite and when needed.

Examples of Duties:

• Report to the work by 8:30 a.m.
• Speak to the customers to identify their needs and provide relevant information or resolution
• Assist the customers with resolving their inquiries related to the HCV and PBV programs
• Work with other HOC staff seeking guidance and information
• Answer phone, emails and when applicable chat inquiries
• De-escalate the situations when needed
• Carry out data entry responsibilities
• Support the Call Center Manager and Call Center staff

Minimum Qualifications

Education:

• Requires high school diploma or equivalent certificate of completion.

Experience:

• Requires a minimum of three years' experience in a customer service and / or front desk environment.
• Must have experience using Customer Relationship Management or equivalent systems.

Knowledge, Skills and Abilities:

• Must have knowledge of public housing program regulations, in particular, HCV and PBV programs
• Must have interviewing and counseling skills
• Must be detail-oriented and have good interpersonal, customer service and organizational skills.
• Must be able to prioritize assignments to meet deadlines and be dependable.
• Must be extremely reliable and report to work on time.
• Must have great written and oral communication skills.
• Must have strong computer skills and the ability to learn new technologies /web-based systems quickly.
• Microsoft Word and Excel experience required.
• Spanish is preferred.

An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply.

Preferred Skills:

HOC is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace.

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.