Customer Care Representative

Customer Care RepresentativeBi-Lingual highly preferredDepartment: Assisted Housing; Executive OfficeReports To: Office SupervisorSummaryGreet customers, owners, and the general public. Answer telephones and provide general housing program information, and referrals. Responsible for clerical and mail duties. Distribute correspondence, documents, forms, packets that are delivered personally or by mail to department staff.Essential Job FunctionsServe as receptionist for applications area and/or answer telephone and respond to inquiries, assist clients, process applications, and take appropriate action in accordance with established procedures and HUD regulations.Answer telephone calls and either answer inquiries personally or transfer calls to appropriate personGreet persons who come to the office and assist them by answering questions, giving application form, helping them complete forms, or directing them to others who can deal with the person's concernAssist in maintaining security of the THA offices by keeping a sign-in log book and remaining vigilant for persons going past the reception areaProvide general informationReceive mail and distribute to appropriate individuals, and process outgoing mail in accordance with established procedureMake copy of identification and other forms provided for application fileProvide applicants with address change formsFile applications in accordance with established proceduresInput and update information in computer, as neededKnowledge, Skills, and AbilitiesKnowledge of THA rules, regulations, methods, principles, and proceduresKnowledge of modern office practices, procedures, and equipmentKnowledge of HUD and organizational regulations, policies, and proceduresKnowledge of housing choice voucher program requirementsKnowledge of business English, spelling, arithmetic, and vocabularyKnowledge of basic computer operations and data entryAbility to understand and follow oral and written instructionsAbility to read, understand, and apply HUD and organizational rules, policies, procedures, and instructionsAbility to operate basic office equipment including a computer, fax machine, telephone, copy machine, etc.Ability to establish and maintain effective working relationships with the public, residents, and other employeesAbility to communicate effectively orally and in writingAbility to interact with the public, businesses, and other organizations in obtaining and providing information in a polite and efficient manner, both in person, and on the telephoneAbility to use sound judgment in order to make decisions in accordance with established procedures and guidelinesSkill in communicating orally with others, particularly potential residents and residents, in order to answer questionsSkill in dealing with people in a polite and diplomatic mannerMinimum QualificationsRequires High School graduation or GED equivalent.Requires six (6) months of experience in customer service, office support services or related field; or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.Other: Valid Florida Driver's License Insurable under the agency's insurance policy