On-call Customer Service Representative

Vancouver Housing Authority; Vancouver (WA); On-site; USD 29,453 - 41,231; Full time

Benefits offered by this job

On-site position

Meaningful work addressing housing/hom

Job summary

Vancouver Housing Authority seeks a friendly Customer Service Representative to welcome visitors at the Main Street office and assist individuals facing housing instability. You will help with applications, direct inquiries, and provide information on local low-cost housing options in Clark County.

You will work on-site, answer calls, handle mail and payments, and support people in crisis with empathy and discretion. Bilingual applicants are encouraged, and a cover letter with resume is required.

Qualifications

• High school diploma and related office skills; 1 year of related experience or equivalent.
• Comfort handling confidential information with discretion.
• Experience supporting individuals in crisis or housing-related services is a plus.

Responsibilities

• Greet visitors and guide them to housing resources and services.
• Answer calls on a multi-line system and route inquiries appropriately.
• Assist with online applications and forms.
• Provide information on Clark County housing resources and services.
• Maintain a welcoming reception area and handle mail/payments.
• Handle confidential information with care and notarize documents when needed.

Skills

Communication

Empathy

De-escalation

Interpersonal skills

Bilingual

Education

High school diploma or equivalent

Vocational office-skills training

Tools

Multi-line phone system

Office software basics

Job description

Are you a strong communicator with a passion for helping others? Do you thrive in a fast-paced environment where every interaction can make a real impact? Vancouver Housing Authority (VHA) is looking for a Customer Service Representative to be the welcoming face of our Main Street office by assisting individuals experiencing housing instability, navigating complex situations, and providing support to those facing mental health or substance use barriers.

We work closely with local governments and other community partners throughout Clark County to address issues of affordable housing and homelessness and help families break the cycle of poverty. In addition to answering phones and greeting visitors, this role is a lifeline for people in crisis. We need someone with patience, empathy, and the ability to manage challenging situations while maintaining professionalism and composure.

What You’ll Do:

• Greet and assist visitors, helping them access vital housing resources.
• Answer calls on a multi-line system and direct inquiries appropriately.
• Assist with online applications and forms.
• Offer information on resources related to low-cost housing in Clark County.
• Maintain a welcoming, organized reception area.
• Process incoming mail, payments, and key returns.
• Manage confidential information with care and discretion.
• Notarize documents as needed.

What We Offer:

• In compliance with the Equal Pay & Opportunities Act, the full wage range for the On-Call Customer Service Rep position is $21.38 to $29.93. Starting salary is determined by the required qualifications for the role and the candidate's relevant experience.
• Non-exempt, OPEIU Local #11-represented position working in-person/on-site.
• On-call schedule between the hours of 8 am - 5 pm, Monday - Friday.
• Meaningful work that addresses affordable housing and homelessness in our community.

Requirements

• High school diploma required, plus some higher-level education or vocational training specializing in office skills, plus at least 1 year of directly related experience or equivalent required.
• Demonstrated computer skills necessary to complete duties effectively.

Preferred Skills & Experience:

• Experience working with unhoused individuals or those facing housing instability.
• Knowledge of Clark County housing and social service resources.
• Experience assisting Section 8 participants.
• Ability to de-escalate tense situations and provide confidential assistance to individuals in crisis.
• Comfortable working with people from all walks of life, including those facing mental health or substance use challenges.
• Strong interpersonal and conflict resolution skills allowing you to stay calm under pressure and communicate with empathy.
• Experience running a multi-line phone system.
• Bilingual candidates are strongly encouraged to apply!

A cover letter and resume are required when applying for this position.For more information on the Vancouver Housing Authority, please visit our website at www.vhausa.com. Please note that those candidates deemed to match our requirements best will be contacted for an interview. We do not discuss application status during the selection process. Applications will be reviewed as they come in.

The VHA provides equal employment opportunities to all employees and applications for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with federal, state, and local laws.