Customer Service Advisor

Job Description

Job Description

SUMMARY

HANO’s goal is to ensure that applicants, residents, participants, and landlords are treated in a courteous and professional manner. The primary purpose of this position is to provide exceptional and prompt customer service over the phone to residents, staff, contractors, and the general public that contact HANO. The incumbent answers or refers questions and provides information via email and over the phone, while respectfully listening and communicating to help resolve problems. This position reports to the Director of HCVP and performs a variety of administrative and clerical duties in support of the Housing Operations Department.

All activities must support the Housing Authority of New Orleans (“HANO”) mission, strategic goals, and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

• Provides exceptional customer service to applicants, property owners, and their agents as part of the Call Center; answers incoming calls and responds to messages; responds to inquiries regarding HANO business throughout departments, program information, the admissions process, application status, and rent payments, escalating matters as needed.
• Promptly and efficiently answers incoming agency phone calls; assists the caller with their needs achieving first call resolution results. Transfers calls to the appropriate party if and when necessary.
• Provides clerical and administrative support to the HCVP team, including recordkeeping, document generation, data tracking, telephoning, mailing, and filing as assigned.
• Responds to requests in a prompt and courteous manner.
• Processes application updates, updates information in appropriate location(s), and documents, communicates with applicants, tenants and landlords as required.
• Receives, responds to, and refers customer service-related emails to supervisor as required.

• Promptly returns phone calls with accuracy and thoroughly investigate and resolve complaints in a timely manner.
• Collaborates with Agency department teams to maintain consistent messaging and practices, ensuring alignment with organizational policies and achievement of objectives to enhance customer experience.
• Communicates with applicants, participants, landlords/owners, direct reports, and co-workers in a manner that is courteous and professional through phone, email, or in-person interactions to provide support, share information, and address any complaints related to the program.
• Answers resident and landlord questions regarding program regulations, HANO policies and procedures, etc.
• Addresses applicants and clients’ inquiries to expedite voucher leasing along with resolving complaints.
• Answers questions regarding cases, admissions, occupancy, recertification and waiting lists.
• Keeps abreast of changes in regulations affecting HCVP admission, leasing, program moves, and other Agency information to be shared with callers.
• Other duties assigned to benefit the mission and goals of the agency.

Core Duties and Responsibilities

• Inquiry Management: Answer high-volume inbound calls, emails, and inquiries regarding program information, waitlists, application status, and rent payments.
• Front-Line Support & Advocacy: Assist applicants, tenants, and landlords with completing forms, understanding policies, and navigating the online portal.
• Data Administration: Navigate housing management software (e.g., Elite) to update client records, check application statuses, and scan documents.
• First-Call Resolution: Resolve client concerns regarding rent, maintenance, or eligibility during the first interaction whenever possible.
• Conflict Resolution: Handle difficult or emotional calls/visitors with patience, professionalism, and de-escalation techniques.
• Policy Application: Explain Housing Authority policies and procedures to residents and landlords.

Education and/or Experience

• Two years of college course work and three years of experience in public housing, Section 8, case management, and/or office administration, reception, and customer service is required. Bachelor’s degree and Housing Choice Voucher Specialist Certification is preferred. An equivalent combination of education and experience may be considered.
• Certification in Housing Quality Standards Inspection, Income, Rent and Voucher program administration required within first year of employment.

EEO POLICY STATEMENT

HANO provides equal employment opportunity to all individuals regardless of race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, religion, physical or mental disability, sex (including pregnancy, childbirth, or related medical conditions), gender identity, or gender expression results of genetic testing, or service in the military or veteran status or any other status protected under applicable federal, state or local law. Discrimination of any type will not be tolerated.