Clerical Specialist - Customer Service Rep

Lucas Metropolitan Housing; Toledo (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Lucas Metropolitan Housing in Toledo, OH is seeking a Clerical Specialist – Customer Service Representative to provide front-line support for the Housing Choice Voucher Program. The role handles inquiries from applicants, participants, landlords and the public, and acts as a liaison for program staff.

Responsibilities include tracking inquiries, preparing reports, and backing up receptionist/Data Entry duties. Requires high school diploma/GED and 2 years of clerical/customer service experience.

Qualifications

• Minimum High School Diploma or GED required.
• Associate’s degree in Office Administration or related equivalent preferred.
• Minimum of 2 years of general clerical/administrative and customer service experience.

Responsibilities

• Responds to inquiries from applicants, participants, landlords and the public regarding the Housing Choice Voucher Program.
• Acts as a liaison for HCVP staff in responding to inquiries.
• Tracks inquiries for follow up by staff.
• Prepares specialized reports for monitoring and activity summaries.
• Back-up to Clerical Specialist-Receptionist and Clerical Specialist (Data Entry) as needed.
• Assists staff with clerical/secretarial duties and to collect information from applicants, clients or landlords.
• Prepares office correspondence such as letters, forms, and reports.
• Complies with safety requirements and maintains licenses/certifications as required.
• Performs other duties as assigned.

Skills

Customer service

Clerical work

Data entry

Education

High school diploma or GED

Associate’s degree in Office Administration

Tools

MS Word

Excel

PowerPoint

Outlook

Public Housing Database Management System

Job description

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

Summary

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.

Essential Duties And Responsibilities

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.

Education And/or Experience

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.

Technical Skills

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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment. The noise level in the work environment is usually moderate. Must be able to work efficiently in an atmosphere of frequent interruption.

This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.