Clerical Specialist - Customer Service Rep

Position: Clerical Specialist - Customer Service Rep

Location: Toledo, OH

Job :

# of Openings: 1

Position Title:

Clerical Specialist – Customer Service Representative (CSR)

Classification

Title:

Clerical / Labor

(Clerical Specialist)

Reports to:

Housing Stability & Customer Service Supervisor

Department:

Housing Choice Voucher Program

FLSA & Union Status:

Hourly;
Non-Exempt

Union

Employment Status:

Full-Time

The primary purpose of this position is to provide support to staff of the Housing Choice Voucher Program (HCVP) Department in providing front-line customer service to HCVP applicants, participants, landlords and the general public. The incumbent may receive emails, phone calls and/or in-person inquiries to the HCVP office.

All activities must support Lucas Metropolitan Housing (“LMH”) mission, strategic goals, and objectives.

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

• Responds to telephone, email and in-person inquiries from applicants, participants, landlords and the general public regarding the Housing Choice Voucher Program.
• Serves as the Housing Choice Voucher Program’s Customer Service Representative and acts as a liaison for Housing Choice Voucher Program staff in responding to inquiries.
• Tracks inquiries of applicants, participants or landlords for follow up from applicable Housing Choice Voucher Program staff.
• Prepares specialized reports for monitoring and tracking purposes and activity summarization purposes.
• Serves as a back-up to Clerical Specialist-Receptionist, duties may include directing office visitors or providing routine information to the public, answering a multi-line phone and distributing mail may be required. Ensures mail is prepared for delivery by Courier, including interoffice and regular postal mail.
• Serves as a back up to Clerical Specialist (Data Entry) to assist with Request for Tenancy Approval (RFTA) processing for new and unit transfer inspections; reviews result of all inspections using the Agency’s computer programs ensuring data is tracked accurately; generates correspondence relating to adverse actions from unit inspection results and serves as LMH representative during informal hearings.
• Assists HCVP staff with clerical / secretarial duties and to either provide or collect information from our applicants, clients or landlords.
• Prepares office correspondence such as letters, forms, reports, and other materials.
• Meets all job safety requirements and all applicable OSHA/PERRP safety standards that pertain to essential functions and maintains licenses and certifications as required.
• Performs other duties as assigned.

Minimum High School Diploma or GED. Associate’s degree in Office Administration or related equivalent preferred. Minimum of 2 years of general clerical/administrative and customer service experience, as well as familiarity with records management and document imaging. Must meet all pre-employment/promotional job-related testing standards. Must possess a valid Ohio or Michigan driver’s license and be insurable under the Agency’s plan.

To perform this job successfully, the employee should have strong computer skills (e.g. MS Word, Excel, PowerPoint, and Outlook). Must have satisfactory knowledge of operation of the Public Housing Database Management System.

Must have the ability to learn other computer software programs as required by assigned tasks and be able to adapt to change in performance requirements based on technology.

The physical demands described here are representative of those that must be met by an employee…