Housing Access Navigator — Hybrid Call Center

Family-Service-Association-of-Bucks-County; Langhorne (Bucks County); Hybrid; USD 37,000 - 46,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off & holidays

401(k) with employer match

Life insurance

Job summary

Family Service Association of Bucks County in Langhorne, PA is seeking a Housing Link Call Center Navigator to join our hybrid team. This full-time role supports callers, screens housing crises, and connects people with community resources.

You will analyze call center data with the manager, respond to inquiries via phone and email, maintain accurate case records, and participate in training to enhance service delivery and outcomes.

Qualifications

• AA or equivalent from a two-year college or technical school or related experience.
• Experience with call center systems and performance metrics (SLA, handle time).
• Proficiency in data reporting tools (Excel, Power BI, Tableau) required.
• Proficient keyboard data entry and familiarity with call center platforms.
• Strong communication, organizational, and customer service skills.

Responsibilities

• Analyze call center data with the Call Center Manager to identify trends and gaps.
• Monitor monthly performance benchmarks and suggest data-driven improvements.
• Respond to inquiries primarily by phone, with email as needed.
• Screen callers to assess housing crises and determine needs.
• Maintain detailed case records with housing status, referrals, and outcomes.
• Explain processes, diversion options, and referral pathways to callers.
• Refer callers to Housing Link partners to address immediate needs.
• Provide information and referrals related to housing stability.
• Use the calling platform to manage messages by urgency and status.
• Follow procedures and produce activity reports; coordinate with teammates.
• Participate in team and community meetings as a Housing Link representative.
• Continuing training to improve call handling and resource knowledge.

Skills

Data analysis

Call center metrics

Communication

Organizational skills

Customer service

Education

Associate degree (AA) or equivalent

Tools

Microsoft Excel

Power BI

Tableau

Job description

Family Service Association of Bucks County in Langhorne, PA is seeking a Housing Link Call Center Navigator to join our hybrid team. This full-time role supports callers, screens housing crises, and connects people with community resources.

You will analyze call center data with the manager, respond to inquiries via phone and email, maintain accurate case records, and participate in training to enhance service delivery and outcomes.