Customer Service Representative

Bilingual Customer Service Representative

We're seeking a bilingual (Spanish-speaking) customer-focused professional to support participants, property owners, and managers within a housing assistance program. This role is ideal for someone who enjoys helping others, solving problems, and making a meaningful impact in their community. In this role, you'll be the primary point of contact for answering questions, providing guidance, resolving issues, and helping clients navigate program processes. You'll work in a fast-paced environment where strong communication, organization, and multitasking skills are essential. The ideal candidate enjoys working with people, remains calm under pressure, and is committed to delivering exceptional customer service.

Responsibilities:

• Explain the process, status, and results of annual and interim recertifications, transfers, inspections, abatements, and other program activities.
• Notify internal teams when recertification appointments need to be scheduled.
• Guide voucher holders through the recertification process by explaining required documentation and next steps.
• Advise applicants of their intake status and respond to landlord and tenant inquiries.
• Explain rent calculation processes and how individual rent amounts are determined.
• Respond to property owners and managers regarding rent reasonableness and rent adjustment questions.
• Explain Housing Assistance Payment (HAP) contract terminations and the steps required for reinstatement.
• Enter data and case notes into internal systems.
• Direct non-program-related inquiries to the appropriate department.
• Perform additional duties as assigned by the Supervisor.

Qualifications:

• Bilingual (Spanish) required.
• High school diploma or GED required
• Minimum of one (1) year of customer service or related experience required.
• One to two years of college, business, or technical school, or equivalent experience preferred.
• Previous experience in a high-volume inbound call center or customer service environment supporting a demanding customer population preferred.