Customer Relationship Specialist

2 weeks ago

Kensington, Maryland, United States Housing Opportunity Com Full time
Job Summary

The Housing Opportunities Commission of Montgomery County (HOC) is seeking a highly skilled Customer Relationship Specialist to join our team. This role is responsible for providing exceptional customer service to applicants, residents, landlords, vendors, and external stakeholders.

The ideal candidate will have a strong understanding of public housing program regulations, particularly HCV and PBV programs. They will be responsible for managing customer relationships, communicating with internal and external partners, and using technology to track customer issues and concerns.

The Customer Relationship Specialist will also be responsible for crafting written materials to support the agency in providing consistent and clear guidance to customers. This role will be part of the Call Center team and will field inquiries primarily related to HOC's Housing Choice Voucher (HCV) and Project Based Voucher (PBV) Programs.

Key Responsibilities:

  • Provide exceptional customer service to applicants, residents, landlords, vendors, and external stakeholders
  • Manage customer relationships and communicate with internal and external partners
  • Use technology to track customer issues and concerns
  • Craft written materials to support the agency in providing consistent and clear guidance to customers
  • Field inquiries primarily related to HCV and PBV Programs

Requirements:

  • Minimum of three years experience in customer service and/or front desk environment
  • Experience using Customer Relationship Management or equivalent systems
  • High school diploma or equivalent certificate of completion
  • Knowledge of public housing program regulations, particularly HCV and PBV programs
  • Interviewing and counseling skills
  • Detail-oriented and good interpersonal, customer service, and organizational skills
  • Ability to prioritize assignments to meet deadlines and be dependable
  • Reliable and able to report to work on time
  • Great written and oral communication skills
  • Strong computer skills and ability to learn new technologies/web-based systems quickly
  • Microsoft Word and Excel experience required
  • Spanish is preferred

Salary and Benefits:

Grade 16: Min: $47,555 - Max: $76,380 | Salary determined by departmental budget- Offer commensurate with experience

HOC is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace.

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records to determine employment suitability. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.

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