Housing Choice Voucher Support Specialist

Housing Authority of Baltimore City; Baltimore (MD); On-site; USD 41,000 - 50,000; Full time

Job summary

Housing Authority of Baltimore City (HABC) in Baltimore, MD is hiring a Call Center Representative for full-time clerical work. The role requires handling inquiries about Housing Choice Voucher programs, providing information, and resolving issues with professionalism.

In-person interaction with clients is common, and the position supports various administrative duties while upholding security policies. The ideal candidate will have a High School Diploma (30 college credits) and at least 2 years

Qualifications

• High School Diploma and 30 credit hours of college coursework.
• Bachelor’s degree preferred in a related field and a minimum of 2 years of experience in a customer support role.

Responsibilities

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
• Greet clients and visitors in a professional, courteous, and welcoming manner while maintaining visitor sign-in procedures and ensuring compliance with security protocols.
• Provide accurate information regarding programs, services, policies, and procedures.
• Document all customer interactions, inquiries, complaints, and resolutions in the appropriate system.
• Route calls and issues to the appropriate department or staff member when necessary.
• Maintain confidentiality of customer information and comply with agency policies and regulations.
• Meet established productivity, quality assurance, attendance, and customer service standards.
• Utilize agency software systems, databases, phone systems and Microsoft Office applications effectively.
• Handle difficult or escalated calls professionally while maintaining composure and excellent customer services.
• Monitor assigned queues, emails, and customer inquiry systems daily and respond within required timelines.
• Receive, sort, review, log, distribute, and process incoming and outgoing mail.
• Support administrative staff with clerical duties, data entry, filing, and document management.
• Perform other duties as assigned.

Skills

Communication skills

Customer service

Education

High School Diploma

Bachelor’s degree preferred

Job description

Housing Authority of Baltimore City (HABC) in Baltimore, MD is hiring a Call Center Representative for full-time clerical work. The role requires handling inquiries about Housing Choice Voucher programs, providing information, and resolving issues with professionalism.

In-person interaction with clients is common, and the position supports various administrative duties while upholding security policies. The ideal candidate will have a High School Diploma (30 college credits) and at least 2 years