Customer Relations Specialist

Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons. 

POSITION SUMMARY:  Provides support to Field and Central Office Operations as well as prospective and current program participants and owner/agents who contact THDA via telephone and/or email customer support with a variety of issues related to the Housing Choice and Project Based Voucher Programs. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

• Answers telephone calls for the Section 8 Housing Choice Voucher and Project Based Voucher programs, Answers multi-line telephone system, determines caller’s needs cataloging formal complaints, and accurately routes to the appropriate program area staff member. Updates THDA system(s) of record to view participant and owner/agent information to document calls. Raises heightened awareness to supervisor when necessary.
• Keeps apprised of program changes through cross-training and study of THDA Administrative Plan, THDA website, and other identified sources of information.
• Provides related customer service to current and prospective owners/agents, Federal Housing and Urban Development (HUD), government officials,  participants , and applicants of the Section 8 Rental Assistance Housing Choice and Project Based Voucher program including instruction and guidance in use of THDA’s application and documentation portal, Yardi. 
• Assists program participants and owner/agents s client central portal account registration and password resets. 
• Performs additional administrative duties as assigned to support the Divisions overall objectives.   

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and Experience: 

• High school diploma or equivalent GED.
• Two years of experience working in a business environment working with the public. Related working experience in a housing related industry  is preferred. Working experience associated with the Housing Choice Voucher program is highly preferred. 
• Experience working with Microsoft Office 365 to include Word, Excel and Outlook is required. 

The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

Knowledge, Skills, Abilities, and Competencies:

• Excellent telephone etiquette.
• Excellent verbal and written communication skills.
• Ability to accurately perform data entry.
• Strong interpersonal skills.
• Builds and maintains positive relationships with internal and external constituents.
• Ability to effectively plan and organize a large workload; accepts procedural change.
• Maintains high level of confidentiality.
• Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
• Documents regularly, thoroughly, accurately, and completely with a high level of detail.
• Ability to read and accurately interpret regulations and policies such as those contained in HUD manuals, guidebooks, handbooks, and issued notices.
• Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
• Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Special Demands: 

The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.

• Ability to hear and speak on a telephone. 
• Ability to use a telephone headset for extended periods of time.
• While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.
• The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.