HCV Program Assistant

Housing-Authority-of-the-City-of-El-Pas; El Paso (TX); On-site; USD 23,000 - 32,000; Full time

Job summary

Housing Authority of the City of El Paso is seeking a Program Assistant for the HCV program to deliver frontline customer service by phone, in person, or electronically, and to assist applicants with housing program applications and status inquiries.

The role requires a high school diploma or GED, at least four years of customer service, and bilingual English/Spanish communication. Proficiency with Microsoft Office and the ability to handle fast-paced environments are essential.

Qualifications

• High School diploma or GED.
• 4+ years of direct customer service experience.
• Excellent communication and customer service skills.
• Bilingual English/Spanish required (oral and written).
• Experience with telephone switchboard and multiple lines is highly desired.
• Ability to communicate clearly in oral and written form.
• Experience in fast-paced environments.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to maintain professional relationships with staff, residents, and public.
• Knowledge of affordable housing programs and HCV/S8 programs is desirable.

Responsibilities

• Provide high-level customer service and assist customers promptly and efficiently.
• Communicate with customers via telephone and face-to-face contact.
• Answer agency telephone lines and route calls or forward messages.
• Greet customers, research cases, and provide status updates to applicants.
• Maintain confidentiality of personal information.
• Respond to telephone and email inquiries.
• Research client history in the agency’s software system.
• Explain payment status and processes to landlords.
• Explain waiting list status to applicants for programs.
• Assist applicants to apply for housing programs online.
• Review and approve program applications.
• Assist with document uploads for certification.
• Coordinate inquiries with supervisors.
• Maintain tracking reports of calls and visits.
• Update information in the system and memorialize interactions.
• Update tracker logs.
• Schedule program appointments and meet deadlines.
• Prepare and mail correspondence.
• Create and process department purchase orders.
• Assist with clerical duties.

Skills

Customer service

Communication

Bilingual English/Spanish

MS Office

Phone handling

Record keeping

Time management

Education

High School diploma or GED

Tools

Microsoft Office

Job description

Description

The HCV Program Assistant is responsible for customer service activities including providing direct client responses via phone, in person or electronically, answering and directing phones lines to appropriate staff, application collection, Housing Choice Voucher (HCV)/S8 landlord billing status, waitlist application status, and other general and program specific information.

Requirements

Job Qualifications and Knowledge Requirements:

• High School diploma or GED.
• Must have a minimum of four years of direct customer service experience.
• Must have excellent communication and customer service skills.
• Bilingual (English/Spanish) is required (oral and written).
• Previous experience working with telephone switchboard and multiple phone lines is highly desired.
• Must have the ability to communicate in a clear and concise manner, both oral and written.
• Must have previous experience working in a very fast paced environment.
• Must be proficient in using the Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Must have the ability to establish and maintain effective working relationships with a diverse group ranging from Agency staff, residents and the general public.
• Knowledge of Agency policies, procedures and practices pertaining to affordable housing programs and HCV/S8 programs is highly desired.
• Must have the ability to evaluate data and maintain records in an organized manner.
• Must have the ability to maintain professionalism under pressure and tensions related to multiple demands.
• Must have the ability to analyze, review, and complete reports within specific deadlines.
• Must have the ability to prioritize and organize assigned tasks to achieve optimal use of time.
• Must have experience with office equipment.

Specific duties include, but are not limited to the following:

• Provide high-level customer service and assist customers in a prompt and efficient manner.
• Provide customer service communication via telephone and face-to-face.
• Answer Agency-wide telephone lines, route calls to the appropriate person, or takes and forwards messages to the appropriate person.
• Greet customers, research client cases, and provide status to Agency applicants.
• Maintain the confidentiality of personal identifiable information.
• Respond to telephone and email inquiries.
• Research client history in the Agency’s internal Informational technological software system.
• Explain payment status and process to landlords.
• Explain status of waiting list (affordable programs and HCV) to applicants.
• Assist applicants to apply for housing programs online.
• Review and approve program applications.
• Assist applicants and residents to upload documents for certification using a software system.
• Coordinate response to inquiries with rental assistance supervisors.
• Maintain tracking reports regarding calls and visits.
• Update Informational system with appropriate information and enter notes in system to memorialize client interaction.
• Update tracker logs.
• Schedule all operational appointments for the HCV Program per set deadlines.
• Prepare and mail correspondence within associated deadlines.
• Create and process Department purchase orders.
• Assists with Department clerical duties.
• Responsible for other duties as assigned.

- $20 Per Hour