Customer Service Representative

Customer Service Representative

At Quadel, we believe great work starts with great people. That's why we focus on building teams that care deeply about the communities we serve and the colleagues we work beside every day. We're currently seeking dedicated professionals who are ready to grow with us and help drive our mission forward. The Customer Service Representative serves as the first point of contact for participants, applicants, housing providers, and the public. This position is responsible for delivering professional, courteous, and efficient customer service while managing front desk operations. The Customer Service Representative ensures that inquiries are addressed promptly, visitors are properly assisted, and communications are accurately directed in accordance with program procedures, customer service goals and Public Housing Authority (PHA) policies.

DUTIES AND RESPONSIBILITIES

• Monitor lobby activity to ensure a safe, orderly, and welcoming environment.
• Greet and assist participants, applicants, Housing Providers, and visitors in a professional and respectful manner.
• Answer and direct incoming phone calls; respond to general inquiries regarding HCV program processes and services.
• Leverage available systems and technology to efficiently respond to inquiries from HCV participants and Housing Providers.
• Enter notes in system of record regarding visitor name, reason for visit, to whom they were referred, action needed, etc.
• Provide accurate information and guidance or route inquiries to appropriate staff or departments.
• Manage front desk operations, including visitor check-in, appointment coordination, and lobby flow.
• Receive, log, and distribute incoming documents, mail, and packages in accordance with PHA procedures.
• Maintain organized records of visitor logs, inquiries, and correspondence.
• Assist with scheduling appointments for program staff, including briefings, recertifications, and inspections as needed.
• Support customer service functions by providing forms, explaining basic program requirements, and assisting with document submission processes.
• Ensure confidentiality of participant information and compliance with HUD regulations, including privacy and fair housing requirements.
• Assist with administrative tasks such as data entry, filing, copying, and scanning.
• Support communication efforts by distributing notices, updates, and informational materials.
• Escalate complex or sensitive issues to appropriate staff in a timely manner.
• Complete weekly monitoring reports.
• Immediately advise Managing Director of any visitors or callers with issues or complaints regarding discrimination, legal actions, etc.
• Treats co-workers with courtesy and fosters a spirit of teamwork.
• Adheres to the requirements of the quality management system as applied to this position.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES None

QUALIFICATIONS

• High school diploma or equivalent.
• At least one of experience in a professional office environment, performing customer service and administrative functions preferred.
• Experience with computers, telephones, calculator and etc.
• MS Office Suite
• Proficiency in written and spoken English is required to effectively communicate with customers, team members, and management.
• Professional working proficiency in Spanish/Creole a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Occasionally/required to lift/push/carry items up to 25lbs.

Quadel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other protected status under applicable law. Quadel complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities throughout the hiring process. Employment is contingent upon successful completion of pre‑employment requirements, which may include background screening, pre-employment drug test and verification of credentials. This job description reflects the general nature of the position and is not an exhaustive list of duties or responsibilities.