Resident Relations Specialist 26-26

Housing Authority of the City of Austin; Austin (TX); Hybrid; USD 25,662 - 36,549; Full time

Benefits offered by this job

Paid sick leave

Health insurance paid by agency

Dental, vision, life insurance options

Job summary

Housing Authority of the City of Austin is seeking a Resident Relations Specialist to serve as the primary contact for residents, property owners, and agents, addressing housing-related concerns with professionalism and empathy.

You will respond to inquiries, ensure timely and courteous service, research HUD policies, perform accurate data entry, and communicate effectively with HUD representatives to resolve issues.

Qualifications

• Strong customer service mindset with empathy and professionalism.
• Excellent written and verbal communication; ability to explain complex policies clearly.
• Strong multitasking abilities to handle multiple inquiries accurately.
• Spanish language proficiency.

Responsibilities

• Respond to Inquiries: Address resident questions and concerns via phone, email, and mail related to maintenance issues, policy, rent calculations, and conflicts.
• Ensure Timely & Professional Service: Handle interactions with professionalism, ensuring timely follow-ups per guidelines.
• Research & Guidance: Investigate HUD policies to provide accurate information and guidance to residents, owners, and agents.
• Data Management: Perform accurate data entry and maintain thorough documentation for each case.
• Stakeholder Communication: Communicate clearly with owners, agents, and HUD representatives to resolve issues to satisfaction.

Skills

Customer service mindset

Excellent communication skills

Multitasking abilities

Spanish language proficiency

Tools

Google Suite

Microsoft Office Suite

Adobe Acrobat

DocuSign

Emphasys ELITE

Laserfiche

Job description

Job Notice

Date Posted: June 2, 2025

Position: Resident Relations Specialist

Starting range: $22.58/hour

Job# 26-26

DEADLINE FOR APPLICATIONS: Open Until Filled

Established in 1937, the Housing Authority of the City of Austin (HACA) is a national leader in providing safe, healthy and affordable housing options for the Austin community. HACA's mission is to cultivate sustainable affordable housing communities and partnerships that inspire self-reliance, growth and optimism.

Southwest Housing Compliance Corporation (SHCC) is looking for a detail-oriented and customer service-oriented professional to join our fast-paced Resident Help Desk team. SHCC has served the U.S. Department of Housing and Urban Development (HUD) as high-performing Contract Administrator for over 25 years. In this role, we are proud to serve over 800 properties in the states of Texas and Arkansas to ensure they receive sufficient subsidy and necessary operating funds in accordance with HUD's mission.

What you will do in this position:

In this role, you will serve as a key point of contact for residents, property owners, and agents, helping to address and resolve housing-related concerns efficiently and professionally. Your responsibilities will include:

• Respond to Inquiries

Address resident questions and concerns via phone, email, and mail related to maintenance issues, property policies, rent calculations, utility disruptions, and interpersonal conflicts.

• Ensure Timely & Professional Service

Handle all interactions with professionalism and courtesy, ensuring timely follow-ups in accordance with established guidelines.

• Research & Guidance

Investigate applicable HUD policies to provide accurate information, guidance, and education to residents, property owners, and agents.

• Data Management

Perform accurate data entry and maintain thorough documentation and records for each case handled.

• Stakeholder Communication

Communicate clearly and effectively with property owners, agents, and HUD representatives to ensure all issues are resolved to satisfaction.

What You'll Bring:

The ideal candidate will have:

• A strong customer service mindset-you're empathetic, patient, and professional in all interactions.
• Excellent communication skills-both written and verbal, with the ability to explain complex policies in a clear, understandable way.
• Strong multitasking abilities-you can juggle multiple inquiries while maintaining accuracy and efficiency.

More about this position:

Qualified candidates must possess:

• Ability to provide compassionate and professional customer service to clientele of diverse backgrounds
• Strong computer skills (Google Suite, Microsoft Office Suite, Adobe Acrobat, DocuSign, Emphasys ELITE, and Laserfiche)
• Excellent oral and written communication skills
• Ability to establish, cultivate, and maintain effective working relationships with external partners, clients, and coworkers
• Knowledge of standard bookkeeping principles, practices, and techniques
• Knowledge of HUD programs, regulatory compliance, the affordable housing industry
• Spanish language proficiency

Benefits:

• Paid sick leave, annual leave, birthday leave & federal holidays
• 100% of employee health insurance premiums paid by the agency
• Supplemental health, dental, vision, and life insurance options for employees and family
• Employee Assistance Program
• Hybrid work schedule available

For a more detailed description of our compensation/benefits offered, go to the following website: https://www.hacanet.org/employment/

A Criminal Background Check including a sex offender registry check. A Driving Record, Texas Driver's License, and a Physical/Drug Screening will be required upon offer of employment. EQUAL OPPORTUNITY EMPLOYER