Front Desk Customer Service Representative

Location: Front

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Job Description:

Front Desk Customer Service Representative   Nature of Work   This position will be responsible for providing a point of contact for walk-in traffic, as well as virtual customers, incoming telephone calls, granting access to the building for the public, and supporting the highest level of customer service for clients, staff, and visitors.
Classification Standards   This position will report directly to the Deputy Director and work under limited supervision. Other support duties under the guidance of the OHA Management Team.
Essential Job Functions     Grant visitors access to the administrative building during business hours and maintain log.
Answer incoming telephone calls, assist callers, take messages, provide information, and make community referrals and direct calls to staff members.
Maintain a safe environment by monitoring security system and panic button, using good judgment in contacting appropriate personnel as needed.
Provide accurate information regarding application procedures, waiting list, vacancies and qualifications to both callers and walk-in clients.
Provide assistance to residents requesting work orders or other forms as needed.
Provide timely referral to the staff for appointments or other assistance.
Maintain a professional and personable demeanor while working with chronic homeless population in a non-judgmental way.
Maintains supply of forms and brochures for general public and clients and distributes as necessary.
Maintains cash receipts journal.
Sorts and distributes incoming mail
Keep an orderly, clean and professional reception area.
Monitor the Authority's general email inbox
Maintain website and other social media outlets of the agency
Assist Resident Services with events coordination as needed
Assist Resident Services with advertisement and promotions
Update the maintenance on-call system weekly
Public Housing Program Support Duties     Post rent receipts in the Lindsey system
Mark payments that come through the drop box for Public Housing (and other programs)
Post late fees in the system
Collect paper applications for housing assistance
Conduct a general overview to determine client qualification
Enter qualified applicants into the system
Physically pull applications from the drawer and give to Public Housing staff
Update wait list applications as clients provide information
Drop applications from the system, as directed by PH Manager
Type PH retention forms
Assist with stuffing envelopes, making copies, and compiling packets for client distribution
Housing Choice Voucher Program Support Duties     Maintain the wait list
Physically pull the wait list applications from the retention drawer
Drop applications from the wait list, as per the HCV Manager's notification
Input wait list updates
Type retention box forms
Maintain and distribute the forms for port ins and moves to new units
Notify HCV department of the presence of a landlord
Maintain and distribute interim income adjustment packages
Review the income packet and ensure all documentation is provided by the client. If packet is incomplete do not accept and note on sign in sheet that packet was rejected for incomplete documentation
Accounting Support Duties     Update the log sheet for all incoming checks or money orders and log them into the correct accounts
Copy all checks/money orders and attach the copies to the printed log at the end of the shift and initial the log
Pass the completed log and bag to HR assistant to prepare the deposit for the following day
Clerical Duties     Correspondence, filing, organizing
General office duties (i.e., copying and bulk mailing)

Minimum Requirements     Graduation from a standard senior high school or GED equivalent.
Three years full-time paid-related job experience
Valid Driver's license.
Experience operating a multi-line telephone system
Must be bondable.
Able to communicate well in English, both written and spoken and Bilingual (Spanish) is highly preferred.
Must be able to multi-task.
Ability to work well under stressful conditions.
General office clerical and computer skills required (Word & Excel)
Because of the nature of this work, position requires someone pleasant, personable, and…