Customer Service Liaison

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Full Time Term Gaithersburg, MD, US

30+ days ago Requisition

The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County’s need for affordable housing. HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing; obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare.

The Customer Service Liaison for the Housing Opportunities Commission (HOC) will serve as the point of contact for complex or escalated Housing Choice Voucher customer inquiries as well as finding effective solutions.

• Serve as the primary point of contact for complex or escalated Housing Choice Voucher customer inquiries, finding effective solutions.
• Track key performance indicators and analyze customer feedback and service data to identify trends and areas for improvement.
• Work with other departments, such as the Call Center and Ombudsman's Office to ensure a consistent customer experience and integrate customer insights into broader business strategies, policies and procedures to improve efficiency and customer satisfaction.

• At least three years of experience in federally subsidized housing program, preferably the Housing Choice Voucher Program.
• At least two years of experience certifying participants in federally subsidized affordable housing programs

• Requires Bachelor’s degree in Sociology, Government or Public Administration preferred
• An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply.

• Must obtain Housing Choice Voucher Program Certification within six months of hire

• Knowledge of or the ability to acquire knowledge of, subsidized housing program guidelines and federal, state and local landlord tenant laws is necessary
• Ability to use computer software (Word, Excel, and PowerPoint)
• Previous Property Management, Marketing, and training experience is a plus
• Excellent interpersonal, communication, analytical and problem solving skills
• Ability to multitask in a fast paced environment
• Must have a vehicle and a valid driver’s license
• Bilingual in Spanish is a plus

* Grade 21 - Min: $62,964 / Mid: $83,130 / Max: $103,295 | 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 in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.