CUSTOMER RELATIONS SPECIALIST in Brownsville, Texas at Brownsville Housing Authority

Position Summary

The employee is responsible for greeting clients via telephone or in person and provides administrative support to the department and staff. The employee performs general office work and various administrative support functions. These tasks are to be performed in compliance with National Standards for the Physical Inspection of Real Estate (NSPIRE) and other HUD evaluation systems.

Responsibilities

The duties listed below illustrate the various types of work that may be performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position. Undertakes and performs the following and all other work-related duties as assigned.

1. Answers telephone, screens calls, and greets visitors in a courteous, professional manner, ascertains nature of their business and conducts guests to meet with appropriate person. Answers general inquiries from other employees and the public, in person and over the phone. Refers calls and/or visitors to other employees or departments as appropriate. Secures and transmits routine information on Agency programs as directed.
2. Provides information about the establishment, such as location, department or offices, staff within the organization, or services provided; listens, hears, and resolves customer and public complaints and observes and reports any unusual activity in the front lobby.
3. Responsible for receiving customer documents, providing photocopies and receipts for documents dropped off to the front desk, enters data into Yardi System and placing the documents in the appropriate employee’s mailbox.
4. Assists applicants and provides guidance on using the Agency application portal.
5. Provides administrative support by sorting, logging, and distributing mail, and incoming shipments.
6. Provides assistance to the staff to ensure overall departmental efficiency by composing, preparing, setting up, and proofreading confidential correspondence, agreements, summaries, memoranda, statistical tables, presentations, forms, and reports, relevant information from a variety of sources, and/or knowledge of Agency policy and procedures and presents the information in a clear and understandable format.
7. Assists in preparing conference/meeting room(s) for public orientation and/or other related meetings and training seminars.
8. Assists in prepared briefing packets.
9. Assists in the preparation and disposal of inactive past resident files over three years old as per the record retention policy.
10. Responsible to schedule routing maintenance of the department printer/copier and the mail-processing machines.
11. Responsible for inventory of office supplies, prepares requests and solicits purchase orders for office supplies and equipment as necessary.
12. Responsible for processing interim adjustments for HCV participants and for interviewing participants related to the interim appointments.
13. May collects payments for rent, deposits, fees and other services from tenants and issues receipts.
14. Maintains lobby area in a neat, presentable, and orderly style.
15. Alerts security of all disturbances and inappropriate behavior.
16. Accountable for consistent adherence to strong Agency standards regarding the ethical, responsible, and appropriate use, care, and safeguarding of Agency materials, supplies, resources, and other assets.

Education and Experience

High school diploma or possession of a certificate of equivalence of High School Achievement (GED) and one (1) year of relevant experience.

Knowledge and Skills

Good knowledge of general office practices and procedures, including business English and arithmetic.

1. Knowledge of operation of a multi-line telephone system and usage of correct telephone etiquette.
2. Comprehensive knowledge of Housing rules, regulations, HUD procedures and policies.
3. Ability to treat callers, customers and visitors with unfailing courtesy, attentiveness and have a professional attitude.
4. Ability to meet and deal tactfully and courteously with the public and to establish and maintain effective working relationships with other employees.
5. Considerable skills in operating computer equipment, software packages, and general office machines.
6. Ability to communicate clearly and concisely orally and in writing.
7. Proper English grammar and usage, vocabulary, arithmetic, punctuation, and spelling.
8. Ability to accurately and completely document in writing appropriate events and activities.

Supervision Controls

The employee receives assignments and instructions from the Client Services Coordinator. Course of action, deadlines, and priorities may be established by procedure, the supervisor, or the employee, depending on the assignment. The employee initiates routine activities without supervisory direction. Problems or situations not covered by instructions are normally referred to the supervisor for resolution. The employee's work is reviewed for accuracy, completion, and compliance with policies and procedures. The employee has no supervisory responsibilities.

Guidelines

The employee performs routine duties in accordance with established HUD and Agency policies and procedures. These guidelines address most job-related situations; however, the employee is occasionally required to exercise independent judgment when making decisions. In instances where guidelines are not applicable or sufficient, the employee typically consults with the supervisor for direction.

Complexity

The position involves performing a variety of related, routine, and generally repetitive tasks. Actions and decisions are guided by established procedures and supervisory direction. The employee may be required to coordinate, integrate, and prioritize tasks to ensure efficient workflow and timely completion of assignments.

Scope and Effect

The employee’s work impacts both internal staff and external clients. Effective performance of administrative and support functions contributes to the Agency’s overall ability to deliver high-quality services and fulfill its mission of serving the community.

Personal Contacts

The employee maintains regular contact with Agency staff, tenants, and landlords. These interactions involve exchanging information, providing services, making decisions, negotiating, and resolving issues. Most contacts are structured and may involve confidential matters, requiring the consistent use of tact, professionalism, and courtesy.

Occasionally, the employee may interact with individuals who are skeptical, uncooperative, or have differing perspectives or objectives. In such situations, the employee is expected to remain composed, professional, and solution-oriented.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Work is principally sedentary, but may involve some physical exertion, such as kneeling, crouching, or lifting to obtain files and records, and eyestrain from working with computers and other office equipment.
2. Must be able to sit and/or stand for up to eight (8) hours at a time while performing work duties.
3. Must be able to bend, stoop, push, and pull in the performance of work-related duties.
4. Must be able to use fingers bilaterally and unilaterally to operate office equipment.
5. Must have vision and hearing corrected to be able to perform essential job functions.
6. Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.

1. Must maintain a professional appearance and portray a positive image for the Agency.

1. Must maintain punctuality and attendance as scheduled.
2. An employee may request reasonable accommodation to mitigate any of the physical requirements listed above.

Medicinal and Recreational Marijuana

Marijuana is a Schedule I controlled substance and is illegal under federal law. The Agency observes the common rule of the Federal Marijuana Law of the Controlled Substances Act (CSA) (21 U.S.C. § 811), which does not recognize the difference between medical and recreational use of marijuana and has established the required Drug Free Workplace Policy. Employees are NOT permitted to use or possess any form of marijuana for medical or recreational purposes. Any applicant for employment who tests positive for marijuana during a pre-employment drug screening shall be ineligible for employment with the Agency. Any applicant for employment who advises the Agency that he/she uses any form of marijuana will be ineligible for employment. The Agency is unable to grant a request for reasonable accommodation to use marijuana under any circumstance.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a typical office environment with minimal exposure to risk or discomfort. The work area is generally well-maintained, including appropriate temperature control, lighting, and ventilation.

Other Requirements

1. Must possess and maintain a valid driver’s license acceptable to the Agency and a satisfactory driving record if driving is an essential function of the position.
2. Must be available for occasional local and out-of-town travel for meetings, training, conferences, site visits, emergency response, or other business needs of the Agency.
3. May be required to work beyond normal business hours to attend Board meetings, meet deadlines, respond to emergencies, or address operational needs.
4. Must successfully complete all lawful pre-employment screening requirements established by the Agency for this position, which may include verification of education, experience, references, background checks, and other job-related screenings permitted by applicable law.
5. Must maintain confidentiality and handle personal identifiable information, medical or accommodation information, procurement information, and other sensitive records in accordance with Agency policy and applicable law.