Customer Service Representative

Boston Housing Authority; Boston (MA); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

14 paid holidays

3 personal days

3 weeks vacation

3 weeks sick leave

MBTA discount

Pension plan

Healthcare

Job summary

Boston Housing Authority is seeking a Customer Service Representative to be the front-line contact for clients, using BHA programs and tracking inquiries in the system to ensure prompt, accurate service.

You will support agency operations by handling mail, scheduling appointments, uploading documents to the electronic filing system, and routing requests to the appropriate departments.

Qualifications

• High school diploma or GED required.
• 3+ years clerical experience with typing, data entry and filing.
• Good communication skills and ability to relate to diverse people; bilingualism desirable.

Responsibilities

• Scan and route incoming mail through the electronic document system.
• Update the electronic filing system and convert paper files to electronic.
• Prepare regular mailings and letters for Leased Housing and Admissions departments.
• Create customer service tickets for clients of BHA services.
• Provide timely responses to inquiries and close tickets.
• Route issues needing caseworker or supervisor intervention.
• Answer main telephone lines during business hours and provide information.
• Greet clients and direct them to the appropriate department.
• Perform other related customer service duties as required.

Skills

Typing

Data entry

Filing

Computer skills

Communication

Second language

Education

High school diploma or GED

Tools

Electronic filing system

Job description

Salary Range: Starting Salary:: $48,154.89

ABOUT THE JOB

The Customer Service Representative shall serve as a front-line point of contact for clients seeking to communicate with the BHA and utilize its programs. All incoming inquiries will be tracked through BHA's system to ensure the prompt and accurate delivery of customer service. The Customer Service Representative shall also support the operational needs of the agency, handling incoming and outgoing mail, appointment scheduling and uploading documents to the electronic filing system.

Duties & Responsibilities:

• Ensures that incoming mail is scanned and routed appropriately through the BHA’s electronic document system.
• Updates the electronic document filing system as necessary and assists in converting paper files and documents to electronic.
• Prepares regular mailings and letters on behalf of the Leased Housing and Admissions departments.
• Creates customer service tickets on behalf of clients seeking BHA services.
• Provides timely responses to assigned customer service inquiries and closes tickets.
• Assigns customer service issues appropriately to those inquiries that require caseworker or supervisor intervention.
• Answers the main telephone lines during BHA business hours and provides customer service.
• Greets clients as they come into the building and directs them to the appropriate department or provides the necessary information.
• Performs other related customer service duties as required.

Minimum Qualifications & Experience: High school diploma or GED required. Three or more years of clerical experience and superior clerical skills, including typing, data entry and filing. Computer skills are required. Capacity to perform simple mathematical calculations, quickly and accurately. Good communication skills and ability to relate to persons of various races, ethnicities, and age groups. Fluency in a language other than English is highly desirable.

BHA BENEFITS

BHA's generous benefits package includes 14 paid holidays, 3 personal days, 3 weeks of vacation, 3 weeks of paid sick leave, MBTA discount, participation in the City’s pension plan, and healthcare through the Commonwealth, and much more.

ABOUT US

Boston Housing Authority (BHA) fosters sustainable communities by providing quality affordable housing, bringing stability, opportunity, and peace of mind to thousands of low and moderate-income families across Greater Boston and the City of Boston as a whole. As the largest provider of affordable housing in Boston, one of the most expensive cities in the country, BHA understands housing as a crucial platform for individual, household, and community stability. Through our public housing communities and rental assistance programs, BHA provides housing assistance and services to more than 62,000 low and moderate-income households, including families with children, older adults, and individuals with disabilities. As a housing authority, we recognize the historical role that residential segregation has played in the City of Boston. In all aspects of our operations, internally and externally, BHA is committed to breaking down the barriers to justice in housing and related fields that disproportionately impact the communities we serve.

EQUAL OPPORTUNITY

BHA is a proud to be an Equal Opportunity Employer, and qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, physical or mental disability, genetic information, sexual orientation, gender identity, gender expression, marital status, and military and veteran status, or any other basis protected by local, state or federal law.

To the greatest extent possible, it is the policy of BHA to give preference in employment to BHA public housing and leased housing residents, and to low-income persons.