Frontline Housing Support Specialist

Housing-Authority-of-Baltimore-Cit

Baltimore (MD)

On-site

USD 25,000 - 36,000

Full time

5 hours ago

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Job summary

Housing Authority of Baltimore City (HABC) is seeking a Specialist I, Customer Support in Baltimore, MD. The role focuses on greeting clients, providing program information, and ensuring accurate, timely responses to inquiries related to the HCV program.

Ideal candidates will have an associate degree in business or social services and at least two years of front-line customer service experience, with a commitment to confidentiality and HUD/HABC policies.

Qualifications

Associate degree in business or social-service related field.
Two years of progressively responsible experience performing front-line customer service tasks.

Responsibilities

Greet and assist walk-in clients, callers, and online inquiries as the front-line representative for the HCV Program.
Provide timely and accurate information about program updates, eligibility, waitlist status, recertifications, inspections, and housing assistance payments.
Maintain a professional and welcoming front desk or call center environment.
Document all customer interactions and follow up on unresolved inquiries.
De-escalate complaints with empathy and escalate matters when necessary.
Collaborate with program staff to ensure timely communication and resolution of issues.
Create or update FAQs, scripts, or handouts to ensure consistent messaging.