Manager of Operations & Customer Service

Job Description

Job Description:\n\n AKRON METROPOLITAN HOUSING AUTHORITY Job Title: Manager of Housing Operations and Customer Service Reports to: Director of Operations Department: Housing Management Date: July 2025 FLSA Status: Exempt Minimum: $62,300 - Salary is based on background, education, and experience related to the position. General Purpose: The primary purpose of this position is to support the Director of Operations in all aspects of the management of the housing portfolio. Assists with all areas of property management, including on-call management, on-site maintenance and inspections, vacancy production, leasing, Customer service resident problem resolution, Fire reports, insurance claims, property loss reports, communication request rent collections, budget development and all other considerations related to the housing developments Coordinates and oversees all new and current maintenance training and staff development. Participates in the Authority’s short and long-term strategic planning, and works to align daily operations with the overall Authority 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. · Supervises the activities of subordinate staff members, including the administrative assistant, housing inspector and customer service clerks; ensures that work is prioritized and appropriately assigned; sets clear expectations and goals, provides timely feedback, and completes coaching sessions on a timely basis; provides appropriate training to staff members, and assures that staff have appropriate tools and resources to achieve their objectives; ensures that positions are filled with individuals who meet the skills, abilities, experience levels and competencies required by the position; ensures that staff work activities and management actions are in compliance with applicable union contracts; ensures that subordinate employees are trained in and follow appropriate safe work practices at all times; manages communication channels between staff and other departments within the Agency, delivers or recommends disciplinary action up to and including suspensions and terminations, approves timesheets and annual and sick leave, and monitors absences; · Troubleshoots work order problems; responds to questions and concerns from customer service clerks, lead property managers, maintenance supervisors, property managers, management aides and maintenance staff; attends to problems and inquiries in a timely and courteous manner. Oversees and responds to Director’s Inquiry Line. · Assists the Director of Operations in identifying needs for property management improvement and in setting priorities. Completes projects and assignments related to any and all aspects of Low Income Public Housing, Project Based Multi-Family rental assistance and Tax Credit sites as assigned by the Director of Operations. The focus should be on turn times of vacant units, site open work orders and Skilled Trades open work orders, National Standard for Real Estate Inspection (NSPIRE) inspections. · Inspects properties regularly to ensure maintenance work is being performed correctly and to identify areas that need improvement; and provides direction and assistance in developing measurable plans of action for accomplishing the work. As needed, assists managers with NSPIRE inspections ad assigns work orders. · Assist and oversee any special projects assigned by the Director of Operation or Deputy Director. · Develop, coordinate and oversee janitorial and maintenance training programs. Assist property management with identifying site and individual training needs. · Works with Director of Operations, Property Manager and Site Staff to prepare for NSPIRE inspections. This staff member will be a liaison between site staff, Skilled Trades and Lead Managers once an NSPIRE inspection is scheduled. If necessary they will work daily with site staff to ensure adequate staff coverage is provided. Assist PM staff with inspections of the units prior to maintenance entry up to final Quality Control inspections. · Serves as back up for subordinate staff; covers weekend and after-hour on-call duty as necessary; responds to after-hour crises as needed. Ensure that all phone calls are responded to on all after hour calls. Follows up on crises that last multiple days, such as flooding and fires. · Maintains all fire policies and procedures; ensures compliance with fire policies; develops and implements fire safety procedures; coordinates with Legal and Construction departments and insurance companies with regard to fire claims; processes charges to tenants related to fire damages and monitors payments. · Maintains clear and consistent communication with outside agencies, tenant groups, neighbors, and internal Housing Authority departments. · Participates in the capital planning and redevelopment process, as needed. Actively participates with the Construction department with current projects for all housing sites. · Participates in the development of the Housing Authority's overall strategies and goals related to operations, property development and management, and HUD compliance. Provides monthly reports to the Director of Operations regarding the teams’ progress toward achievement of specified goals. Participates fully and actively in weekly vacancy and operations meetings. MiscellaneousDevotes appropriate attention to AMHA Action Plan objectives as assigned, ensuring that such goals are met or exceeded.Coordinates efforts with other departments (e.g., Housing Placement Services, Facilities Maintenance, Purchasing/Inventory Control, and Security) and with external agencies.Participates in coaching sessions; attends meetings and follows up as necessary.Participates in on-going training related to HUD regulations and A & O policies.Maintains a record of acceptable staff attendance and punctuality.Other duties as assigned. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition. This skill is characterized by the following types of behaviors: • Takes initiative to make things happen • Maintains positive “can-do” attitude; successfully meets or exceeds goals • Demonstrates dedication to and understanding of the mission of the organization • Takes ownership of issues and problems, even when originating in other areas • Consistently demonstrates effort to meet and exceed internal/external client expectations • Overcomes obstacles to complete projects/tasks successfully • Continuously improves own performance standards and results • Makes specific changes in work processes to improve performance • Learns and applies new information quickly Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes working colleagues as customers. This skill is characterized by the following types of behaviors: • Treats customers with courtesy and concern; responds promptly, professionally and politely • Anticipates what customer wants, and works to provide it • Initiates action/response to customer complaint/inquiry • Responds in a timely, effective manner, even if just following-up • Considers every customer interaction as important • Always delivers on customer commitments; measures performance • Translates customer information to others in the organization with a need to know • Ensures that consultation, products and services delivered address the customer's needs by asking customer for feedback Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively. This skill is characterized by the following types of behaviors: • Willingly shares information • Recognizes important information and ensures that others that need to know are informed. • Clearly and concisely expresses ideas and concepts orally and in writing • Listens openly and non-judgmentally • Expresses disagreement tactfully and sensitively • Summarizes input, then checks for understanding • Listens without interrupting • Uses correct grammar, spelling and punctuation • Maintains eye contact when speaking • Thinks through main ideas that he/she is trying to express • Ensures information is accurate; stops rumors from spreading Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work. This skill is characterized by the following types of behaviors: • Will not ignore a problem, even if it is not one's direct responsibility • Anticipates and acts to avoid a future problem • Reacts quickly and positively to customer and co-worker inquiries • Puts the highest priority on accomplishing objectives • Takes responsibility for one's own actions • Ensures fair share of work is completed • Appropriately shares credit for work and ideas with co-workers and subordinates Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; manages performance by providing regular feedback and reinforcement to subordinates. This skill is characterized by the following types of behaviors: • Makes expectations clear • Establishes a manageable workload • Accomplishes long-term objectives by planning and taking the necessary steps • Keeps focus on big picture while implementing details • Provides consistent and continuous feedback of work performance • Positively reinforces desired outcomes • Recognizes performance on a timely basis • Conducts coaching sessions on time and provides complete and constructive feedback • Deals with sub-par performance effectively, sensitively and on a timely basis Job Competencies: Comprehensive knowledge of the United States Department of Housing and Urban Development’s regulations and property/housing management as well as general landlord/tenant and fair housing laws; knowledge of NSPIRE, UPCS and PHAS regulations; comprehensive knowledge of HUD recertification directives and mandates and Admissions and Continued Occupancy policies; knowledge of maintenance, including preventative maintenance; knowledge of procurement procedures and policies and budget management; knowledge of accounting and finance; ability to analyze property needs and design and implement procedures and policies; understanding of Authority strategic goals and structure; skills in multi-tasking, prioritization and problem resolution; familiarity with Authority employment policies and union agreements. Education, Experience and Certifications: Bachelor’s Degree and a minimum of seven (7) years of property management experience including a minimum of three (3) year of supervisory experience, or an equivalent combination of experience and education. Public Housing Management Certification or other equivalent property management certification is required within one year of date of hire. Must have valid Ohio driver’s license and be insurable under AMHA policies. Computer Skills: To perform this job successfully, an individual should be competent in the usage of housing management software, HUD systems, database, e-mail, internet, spreadsheet and word processing software. Must be able to learn other computer software programs as required by assigned tasks. Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: While performing the duties of this job, the employee is frequently required to move about their assigned properties, ascending and descending stairs and ladders to meet with residents, conduct physical inspections and observe property activities. While inspecting housing units and/or maintenance work, the employee may occasionally be required to position self to observe work completed under cabinets, sinks or in high locations. Incumbent is also often required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must occasionally transport up to 40 pounds. Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: Office, residential property and outdoor environment. Employee may be exposed to outdoor weather conditions and possibly hostile and/or dangerous situations. Moderate noise level. AMHA offers a safe work place culture; comprehensive compensation and benefits program including, but not limited to: Competitive salary; Participation in the Ohio Public Employees Retirement System; Excellent medical, free dental and vision plans with minimal out of pocket cost; Basic Life insurance; Fourteen paid holidays; Paid vacation, personal and sick plans.