RECEPTIONIST

LOUISVILLE METRO HOUSING AUTHORITY; Louisville (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

Louisville Metro Housing Authority is seeking a customer-service focused office professional to greet clients, answer questions about Section 8 and housing programs, and maintain accurate records in Yardi. The role supports tenants, applicants, landlords, and the public in a fast-paced environment.

The position requires strong communication and organizational skills, ability to multitask, and strict confidentiality.

Qualifications

• High school diploma or equivalent; some college coursework or administrative training preferred.
• 1-2 years of office or customer service experience, preferably in a public housing or social services setting.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new software programs.
• Strong organizational skills and ability to multitask effectively in a busy office environment.
• Attention to detail and ability to maintain confidentiality and handle sensitive information.
• Ability to interact professionally, with tact and diplomacy, with a diverse population of clients and staff.
• Must be a team player and contribute to office success.

Responsibilities

• Greet and assist clients, visitors, vendors, and applicants in a friendly and professional manner.
• Provide information to Section 8 applicants, public housing tenants, landlords, and the general public regarding eligibility, processes, and policies.
• Document all customer interactions, complaints, requests, and follow-ups in the LMHA system (Yardi).
• Verify and update customer demographic and contact information.
• Perform data entry with a high level of accuracy.
• Manage appointment log and calendar.
• Ensure forms and applications are available to clients and applicants.
• Answer questions about the housing authority and connect people to staff or resources.

Skills

Customer Service

Verbal Communication

Data Entry

Microsoft Office

Education

High School Diploma or equivalent

Some college coursework preferred

Tools

Yardi

CRM software

Multi-line telephone systems

Job description

Essential Duties and Responsibilities

• Greet and assist clients, visitors, vendors, and applicants in a friendly and professional manner.
• Provide general information to Section 8 applicants, public housing tenants, landlords, and the general public regarding eligibility, application processes, and program policies.
• Accurately document all customer interactions, complaints, requests, and follow-up activities within the LMHA system of record (Yardi).
• Verify and update customer demographic and contact information.
• Perform data entry while maintaining a high level of accuracy.
• Manage appointment log and calendar
• Ensures that proper forms and applications are available to clients and applicants.
• Answer questions about the housing authority, direct people to resources on the website or connect them with appropriate staff.
• De-escalate difficult or emotionally charged situations while maintaining professionalism and providing excellent customer service.
• Collaborate with program staff to ensure smooth client interactions and timely responses to inquiries.
• Ensure the reception area is tidy, organized, and welcoming at all times.
• Work with the office services team to ensure supplies are stocked, and the Housing Authority offices are welcoming and have everything needed to ensure success.
• Meet established performance standards related to service quality, productivity, attendance, and customer satisfaction.
• Maintain confidentiality of resident, applicant, landlord, and agency information.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent; some college coursework or administrative training preferred.
• Minimum of 1-2 years of experience in an office or customer service role, preferably in a public housing or social services setting.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new software programs.
• Strong organizational skills and the ability to multitask effectively in a busy office environment.
• Attention to detail and the ability to maintain confidentiality and handle sensitive information.
• Ability to interact professionally, with tact and diplomacy, with a diverse population of clients and staff.
• Must be a team player, professional, and willing to contribute to the success of the office as needed.

Experience

• Minimum two (2) years of customer service experience in a high-volume environment.
• Previous experience working in a call center, government agency, housing authority, social services, healthcare, or public service organization is preferred.
• Experience utilizing customer relationship management (CRM) or housing management software is preferred.
• Experience handling difficult customer interactions while maintaining professionalism.

Preferred Qualifications

• Knowledge or experience in affordable housing, Section 8, or related government programs.
• Experience working with low-income populations or in a nonprofit or government setting.
• Familiarity with basic office equipment.

Knowledge, Skills, and Abilities

• Knowledge of customer service principles and best practices.
• Ability to communicate professionally with diverse populations.
• Strong interpersonal and conflict resolution skills.
• Ability to remain calm under pressure and de-escalate challenging situations.
• Strong attention to detail and accuracy.
• Ability to learn and apply agency policies, procedures, and housing program requirements.
• Ability to work independently and collaboratively within a team environment.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple priorities while maintaining quality and efficiency.
• Ability to maintain professionalism when handling confidential or sensitive information.

Technology Proficiency

• Microsoft Office Suite (Word, Excel, Outlook)
• Microsoft Teams
• Yardi or similar housing/property management software
• Multi-line telephone systems
• Data entry and customer relationship management systems
• Internet research and web-based applications
• Basic office equipment including copier, scanner, and printer

Core Competencies

• Time management
• Customer Focus
• Professionalism
• Communication
• Accountability
• Teamwork and Collaboration
• Problem Solving
• Adaptability
• Time Management
• Attention to Detail
• Integrity and Confidentiality
• Dependability
• Conflict Resolution
• Service Excellence

Working Conditions

Work is primarily performed in an office environment. Frequent interaction with residents, applicants, landlords, vendors, and the general public. Regular exposure to individuals experiencing stressful or emotional situations.

Physical Requirements

Ability to sit for extended periods while answering telephone calls and utilizing a computer. Frequent use of hands and fingers for keyboarding and data entry. Ability to communicate effectively in person and over the telephone. Ability to read computer screens and printed documents. Occasionally lift and carry office materials weighing up to 20 pounds. Ability to bend, reach, stoop, and move throughout the office as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Disclaimer

Disclaimer: This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign other duties as organizational needs require.