Housing Choice Voucher Support Specialist

HABC; Baltimore (MD); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Universal leave program

12 paid holidays

Medical and dental insurance

Employer‑paid vision coverage

Flexible Spending Accounts (FSA)

Employee Assistance Program (EAP)

Free health and wellness programs

Life insurance with optional coverage

Short-term disability

Retirement programs with employee con

Job summary

The Housing Authority of Baltimore City (HABC) is hiring a full-time customer service representative to assist Housing Choice Voucher participants, owners, applicants, and other stakeholders. You will respond to inquiries, explain program rules, and help resolve issues in alignment with HUD regulations and HABC policies.

This role requires excellent written and verbal communication, frequent in-person interaction, and the ability to manage multiple tasks using agency software, databases, and

Qualifications

• High School Diploma plus 30 college credits; bachelor's preferred.
• Minimum 2 years in a customer-support role.
• Pre-screening investigation including verification of employment history and education credentials is required.
• Ability to work some evenings and weekends as needed.

Responsibilities

• Answer incoming calls and respond to customer inquiries professionally.
• Greet clients and visitors while maintaining sign-in procedures and security compliance.
• Provide accurate information on HUD programs, policies and procedures.
• Document all interactions and resolutions in the appropriate system.
• Route issues to the proper department or staff member when needed.
• Maintain confidentiality of customer information and adhere to agency policies.
• Meet productivity, quality, attendance, and customer-service standards.
• Utilize agency software, databases, and Microsoft Office effectively.
• Handle escalated calls professionally and maintain composure.
• Monitor queues and response times; process mail and support clerical duties.

Skills

Customer service

Communication skills

In-person interaction

Multitasking

Problem solving

Education

High School Diploma

30 college credits

Bachelor's degree preferred

Tools

Microsoft Office

Agency software systems

Phone systems

Databases

Job description

The Housing Authority of Baltimore City (HABC) is hiring a full-time customer service representative to assist Housing Choice Voucher participants, owners, applicants, and other stakeholders. You will respond to inquiries, explain program rules, and help resolve issues in alignment with HUD regulations and HABC policies.

This role requires excellent written and verbal communication, frequent in-person interaction, and the ability to manage multiple tasks using agency software, databases, and