Customer Service Representative

Council for the Homeless; Vancouver (WA); On-site; USD 44,000 - 62,000; Full time

Benefits offered by this job

Health care coverage

Paid time off

Paid holidays

Retirement benefits

Job summary

Vancouver Housing Authority is seeking a Customer Service Representative to welcome visitors at our Main Street office and assist individuals facing housing instability by guiding them through resources and applications.

You will answer a multi-line phone system, help with online forms, and maintain an organized reception area while showing empathy, discretion, and calm in crisis situations. This in-person role offers comprehensive benefits and a supportive team environment.

Qualifications

• High school diploma plus some higher-level office training.
• At least 1 year of directly related experience.
• Demonstrated computer skills.

Responsibilities

• Greet and assist visitors to access housing resources.
• Answer calls on a multi-line system and direct inquiries appropriately.
• Assist with online applications and forms.
• Offer information on resources related to low-cost housing in Clark County.
• Maintain a welcoming, organized reception area.
• Process incoming mail, payments, and key returns.
• Manage confidential information with care and discretion.
• Notarize documents as needed.

Skills

Strong communication

Empathy

De-escalation

Multiline phone system

Bilingual

Customer service

Education

High school diploma

Office skills training

Tools

Microsoft Office

Job description

Description

Are you a strong communicator with a passion for helping others? Do you thrive in a fast-paced environment where every interaction can make a real impact? Vancouver Housing Authority (VHA) is looking for a Customer Service Representative to be the welcoming face of our Main Street office by assisting individuals experiencing housing instability, navigating complex situations, and providing support to those facing mental health or substance use barriers.

We work closely with local governments and other community partners throughout Clark County to address issues of affordable housing and homelessness and help families break the cycle of poverty. In addition to answering phones and greeting visitors, this role is a lifeline for people in crisis. We need someone with patience, empathy, and the ability to manage challenging situations while maintaining professionalism and composure.

What You'll Do:

• Greet and assist visitors, helping them access vital housing resources.
• Answer calls on a multi-line system and direct inquiries appropriately.
• Assist with online applications and forms.
• Offer information on resources related to low-cost housing in Clark County.
• Maintain a welcoming, organized reception area.
• Process incoming mail, payments, and key returns.
• Manage confidential information with care and discretion.
• Notarize documents as needed.

What We Offer:

• In compliance with the Equal Pay & Opportunities Act, the full wage range for this position is $21.38 to $29.93. Starting salary is determined by the required qualifications for the role and the candidate's relevant experience.
• Full-time, non-exempt, OPEIU Local #11-represented position working in-person/on-site Monday - Friday, 8 am - 5pm.
• We offer a generous contribution toward health care: 100% paid for employee only medical and vision coverage, 85% paid for dependent tier coverage. 100% paid for dental.
• Up to 26 days of accrued paid time off annually in the first year (13 vacation/13 sick days), and 12 paid holidays.
• This position is required to participate in Washington PERS (Public Employee Retirement Services).
• Meaningful work that addresses affordable housing and homelessness in our community.

Requirements

• High school diploma required, plus some higher-level education or vocational training specializing in office skills, plus at least 1 year of directly related experience or equivalent required.
• Demonstrated computer skills necessary to complete duties effectively.

Preferred Skills & Experience:

• Experience working with unhoused individuals or those facing housing instability.
• Knowledge of Clark County housing and social service resources.
• Experience assisting Section 8 participants.
• Ability to de-escalate tense situations and provide confidential assistance to individuals in crisis.
• Comfortable working with people from all walks of life, including those facing mental health or substance use challenges.
• Strong interpersonal and conflict resolution skills allowing you to stay calm under pressure and communicate with empathy.
• Experience running a multi-line phone system.
• Bilingual candidates are strongly encouraged to apply!

A cover letter and resume are required when applying for this position. For more information on the Vancouver Housing Authority, please visit our website at www.vhausa.com. Please note that those candidates deemed to match our requirements best will be contacted for an interview. We do not discuss application status during the selection process. Applications will be reviewed as they come in.

The VHA provides equal employment opportunities to all employees and applications for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with federal, state, and local laws.