Resident Relations Specialist

Job Description

Tampa Housing Authority

Resident Relations Specialist

Department: North Tampa Housing Development Corporation (NTHDC)

Reports To: Resident Relations Manager - NTHDC FLSA: NE

Summary

The Resident Relations Specialist serves as the primary point of contact for residents, external clients, and elected officials, handling inquiries and complaints in accordance with HUD ACC requirements and NTHDC procedures. This role ensures timely and accurate responses, maintains detailed records, and supports the Resident Relations Manager in achieving service quality standards.

Essential Job Functions

1. Inquiry Management:

1. Receive, log, and investigate inquiries via phone, email, fax, mail, or in-person.
2. Determine inquiry type (Life-Threatening, Non-Life-Threatening, Congressional, Media, Resident, Other) and initiate resolution tracking in the internal software.
3. Notify Owners/Agents of issues within required timeframes (one hour for life-threatening; by close of business for others).
4. Contact complainants promptly to confirm their concerns have been reported.
5. Investigate and resolve resident inquiries or complaints.

1. Follow-Up & Resolution:

1. Conduct follow-up with Owners/Agents and complainants every three business days for life-threatening issues and weekly for other inquiries until resolution.
2. Document all actions and communications in the internal software system and in HUD's iREMS systems.
3. Close inquiries upon resolution and upload final documents into the document management system.

1. Compliance & Reporting:

1. Ensure all tasks meet Acceptable Quality Levels (AQL) under the ACC.
2. Assist in preparing monthly tracking logs and reports for HUD submission.
3. Maintain accurate records of inquiries, responses, and corrective actions.
4. Manage and gather responses to HUD FOIA requests.

1. Customer Service:

1. Provide courteous and professional communication to residents and stakeholders.
2. Handle escalated concerns in coordination with the Resident Relations Manager.
3. Educate residents on programmatic rules and regulations governing leasing and occupancy in accordance with the HUD Handbook 4350.3

Knowledge, Skills, and Abilities

1. Understanding of HUD ACC requirements and resident relations procedures.
2. Excellent communication and conflict resolution skills.
3. Proficiency in HUD Secure Systems applications and Microsoft Office Suite.
4. Ability to manage multiple priorities and meet strict deadlines.
5. Strong communication and collaboration skills for cross-functional projects.
6. Detail-oriented with excellent problem-solving abilities.
7. Ability to manage multiple priorities in a fast-paced environment.
8. Ability to provide information in a courteous diplomatic manner.
9. Ability to multi-task and be self-motivated.
10. Skill and proficiency in the use of proprietary software for ACC tasks.
11. Ability to communicate effectively, both orally and in writing.
12. Ability to travel (up to 10%).

Minimum Qualifications

High school diploma or equivalent; Associate degree preferred. Minimum of 2 years' experience in customer service, housing compliance, or call center operations. Familiarity with HUD programs, COS, and PBCA operations strongly preferred.

Other: Valid Florida Driver's License; Insurable under the agency's insurance policy.

This job description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this job classification. All incumbents may not perform all of the job duties listed, and some incumbents may perform some duties which are not listed, and incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.