Chicago Housing Supervisor

Customer Service & Office Workflow Supervisor

Vaco is seeking a professional, customer?focused Supervisor to oversee daily onsite office operations and serve as the primary point of contact for program participants, landlords, and visitors. This onsite role supports client’s staff, assists customers, resolves issues, and ensures smooth, consistent office operations. The ideal candidate is detail?oriented, solutions?driven, and skilled in managing workflow and delivering exceptional customer service within affordable housing programs.

As the first point of contact, the Supervisor sets the tone for the customer experience, upholds client’s standards of professionalism, and ensures efficient service delivery across the Housing Choice Voucher (HCV) program.

• Serve as the primary onsite representative of our client, acting as the first point of contact for program participants, landlords, and visitors.
• Ensure every customer is greeted, supported, and served with professionalism, courtesy, and respect.
• Model our client’s commitment to service excellence by maintaining a calm, solutions?oriented approach in all interactions.
• Provide clear, accurate, and compassionate assistance to help customers navigate program processes.

• Function as the first point of escalation for customer concerns, inquiries, or complex situations.
• Apply strong de?escalation skills and sound judgment to manage sensitive or escalating scenarios.
• Remove operational or workflow bottlenecks that delay customer service or case completion.
• Ensure timely follow?up and closure of all customer issues.

• Oversee daily onsite office operations to maintain an organized, efficient, and customer?friendly environment.
• Monitor work queues, deadlines, and workflow progress to ensure timely processing of customer needs.
• Uphold operational procedures, documentation standards, and regulatory requirements across the HCV program.
• Maintain office readiness, including front?desk oversight, customer flow management, and service?area organization.

• Ensure adherence to program regulations, policy guidelines, and internal quality standards.
• Coordinate closely with client’s leadership to identify risks, escalate concerns, and ensure accountability to service requirements.
• Serve as a trusted partner to client representatives and sub?client stakeholders by supporting communication, resolving issues, and maintaining transparency.
• Document relevant case details, escalations, and operational challenges accurately and timely.

• Provide guidance, training, and mentorship to program staff, fostering professional growth and high performance.
• Recognize team contributions, celebrate successes, and build a positive work environment that motivates and retains top talent.
• Monitor quality control, oversee data integrity, and ensure timely completion.
• Workloads
• Timecard Management

• Proven experience in customer service, office coordination, or operational oversight, preferably within a regulatory or program?driven environment.
• Strong interpersonal, communication, and de?escalation skills.
• High attention to detail, with the ability to monitor workflows and ensure procedural compliance.
• Ability to navigate complex or sensitive situations with professionalism, empathy, and authority.
• Strong organizational skills and comfort working in a fast?paced, client?facing environment.
• Familiarity with affordable housing programs—especially the Housing Choice Voucher program is preferred but not required.

• Travel 0-10%:
  If the project requires.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the…