Customer Service Supervisor (Section8/Housing Information Hub)

Customer Service Supervisor

The Customer Service Supervisor exercises independent judgment in the performance of client service duties. This is an entry-level management position that is responsible for assisting with the formulation, development, direction, and administration of client service activities of the Operations Support department. The Customer Service Supervisor works with residents, staff, individuals, and groups to explore and assist in determining options to help resolve conflicts, problematic issues, or concerns for the Federal Housing Programs through education and training with residents and staff and in collaboration with other departments. Routinely interacts and works with clients and landlords of diverse backgrounds.

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.

• Confers with clients and landlords daily and resolves client concerns regarding housing assistance, policies, and procedures.
• Responds to questions, complaints, and concerns in the workplace in a confidential and informal manner.
• Establishes excellent customer service for internal and external customers at all times.
• Resolves and updates all customer service inquiries/issues received for the Assisted Housing Programs (AHP) and Public Housing (PH) departments and reports in the centralized Lighthouse Management system.
• Reviews all reports of VAWA cases to ensure clients receive the support required and vouchers are issued timely.
• Monitors the NEMO-Q system is functioning properly throughout the day, submits all requests for new employee access, and maintains an inventory of assigned and active workstations utilizing the NEMO-Q system.
• Verifies Opportunity Home forms distributed to clients in the lobby are current and readily available.
• Conducts research and responds to all Open Records requests assigned to AHP and PH.
• Provides information and assistance to agency employees or the public; investigates complaints and communicates with various groups on behalf of individuals with grievances, disputes, claims, or inquiries.
• Observes principles of fairness, equity, and reasonableness in Opportunity Home personnel's duties and interactions when serving as an Opportunity Home representative.
• Assists program participants with notary services and reviews requests for authorization of voucher extensions.
• Oversees incoming mail for Operations Support and Assisted Housing Programs, ensuring each piece is properly recorded in the computer system.
• Evaluates Customer Service staff to ensure staff are regularly observing training and procedures.
• Moderates customer satisfaction surveys to regulate staff in achieving acceptable scores.
• Monitors processes and workflow, and recommends process improvements to create efficiency.
• Maintains informational brochures and documents on the services provided by the Assisted Housing Programs for clients.
• Retrieves and updates information from Opportunity Home computer systems.
• Oversees the schedules of client appointments to ensure timeliness and accuracy.
• Manages the department's file room and maintains client files in accordance with privacy laws and regulations, and sensitive and personal information as it relates to staff and clients with the utmost professionalism and integrity.
• Supervises lobby and staff work areas to ensure they remain neat, safe, and conducive to a positive and productive work environment.
• Develops a reporting system to ensure statutes of resolutions are well documented and communicated through the appropriate chain of command, consistent with timeliness and expectations.
• Promotes the best interest of Opportunity Home using the tools of reasonableness, fairness and compassion with a client and employee focus.
• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustees, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.
• Employees are expected to use Generative AI solutions ethically and responsibly.
• Other duties as assigned.

All supervisors:

• Lead, motivate, engage, and retain employees by:

  • Setting goals for performance and deadlines that comply and conform with the company's plans and vision.

  • Organizing workflow and ensuring employees understand and are trained on their duties or delegated tasks.

  • Monitoring employee productivity and providing constructive feedback and coaching

  • Ensuring alignment across various procedures.

Behavioral Competencies

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.

2. Leadership | Provides direction to people and/or projects by clearly and effectively setting course of action for the assigned department staff and tasks; manages the planning, execution, and achievement of assigned department goals.

3. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

4. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.

5. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.

6. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization's team building events.

7. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Typical Qualifications

Education

• Two years of college with coursework in business administration, psychology, sociology, social services, or a related field at an accredited college or university.

  • An additional four (4) years of experience in a Call Center or Customer Service environment may be considered in lieu of educational requirements.

Experience

• Two (2) years experience in a call center or customer service environment.

• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable.

• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience

• Ability to learn cloud technologies such as LucidChart for diagram, workflow and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

• Housing Choice Voucher Specialist Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Public Housing Specialist Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Housing Choice Voucher Manager Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Public Housing Manager Certification must be completed within 18 months