Choice Voucher; HCV) Moves Coordinator

Position Description

Title:

Housing Choice Voucher (HCV) Moves Coordinator

Department:
Tenant Services

FLSA Status:
Non-Exempt

Employment Status:
Full Time

Reports to:

Customer Service Supervisor

In-direct Supervision:
None

CVR is seeking a Moves Coordinator to assist low-income families and individuals, which may include homeless, elderly, or disabled patrons, navigate the process of securing affordable housing and improved living conditions to further their goal of self-sufficiency. The Moves Coordinator is responsible for providing the most efficient path forward for all clients, including landlords/owners, for providing entry to the office, and for operating client service systems.

This individual will also be responsible for assisting clients with accessing the client service kiosk, gathering information to answer inquiries, and assessing all steps in the HCV process. This position is critical to building and sustaining a positive service experience for the organization’s clients, and as such, the Moves Coordinator must be able to demonstrate exceptional customer service and communication skills.

• Determine walk-in customer’s specific service needs upon entry to the office and routing them appropriately
• Approach interactions with customers in an amicable, transparent, and non-confrontational manner
• Expedite customer inquires and requests to Tenant Services staff via CVR Share Point
• Provide detailed information to voucher holders and landlords/owners regarding information necessary for the recertification, interims and moves processes, and inspections
  
  Adress landlord/tenant issues and take necessary steps for resolution
• Submit requests for changes in family composition, changes in income, reasonable accommodation, and requests to move between units
• Document all comments into internal systems (i.e., Yardi and SharePoint systems
• Receive drop-off documents, print receipts, notate Yardi Memos, and upload them to SharePoint document tracker
• Assign records for walk-in specialist via Share Point
• Provide assistance and guidance upon request to Participants and Owners on web portals, websites, and other computer programs that provide direct service to Housing Choice Voucher clients
• Accurately answer questions about the varying aspects of the program and/or the participants’ status in the program
• Direct non-program related questions to the appropriate department and/or part
• Effectively communicate in oral and written forms
• Adapt to continued change in policy, protocol, and procedures
• Enter data into the company’s internal system(s) that accurately reflects questions/issues raised by clients to the HCV Program and document the information given with the status/resolution of the issue at hand
• Other duties as assigned

• High-level professionalism and customer service skills
• Ability to adapt to a constantly changing work environment
• Ability to effectively write letters, maintain documentation, and accurately complete required forms
• Computer knowledge and proficiency in all areas of Microsoft Suite
• Exercises sound and ethical judgement when acting on behalf of CVR

• High school diploma or GED required
• 3-5 years of client service experience required
• High-volume call experience preferred
• Client information software (Yardi, Salesforce, SharePoint, etc.) required
• Knowledge of public sector housing authority programs and systems is a plus
• Bi-lingual Spanish is a plus
• Hourly $19.00