Specialist I, Customer Support

Housing-Authority-of-Baltimore-Cit; Baltimore (MD); On-site; USD 25,000 - 36,000; Full time

Job summary

Housing Authority of Baltimore City (HABC) is seeking a Specialist I, Customer Support in Baltimore, MD. The role focuses on greeting clients, providing program information, and ensuring accurate, timely responses to inquiries related to the HCV program.

Ideal candidates will have an associate degree in business or social services and at least two years of front-line customer service experience, with a commitment to confidentiality and HUD/HABC policies.

Qualifications

• Associate degree in business or social-service related field.
• Two years of progressively responsible experience performing front-line customer service tasks.

Responsibilities

• Greet and assist walk-in clients, callers, and online inquiries as the front-line representative for the HCV Program.
• Provide timely and accurate information about program updates, eligibility, waitlist status, recertifications, inspections, and housing assistance payments.
• Maintain a professional and welcoming front desk or call center environment.
• Document all customer interactions and follow up on unresolved inquiries.
• De-escalate complaints with empathy and escalate matters when necessary.
• Collaborate with program staff to ensure timely communication and resolution of issues.
• Create or update FAQs, scripts, or handouts to ensure consistent messaging.

Skills

Customer service

Education

Associate's degree in business or social service-related field

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Specialist I, Customer Support

Full Time Regular Professional Baltimore, MD, US

5 days ago Requisition ID: 2454

Salary Range: $22.22 To $22.22 Hourly

About Us

Founded in 1937, the Housing Authority of Baltimore City (HABC) has kept the promise of public housing alive. It has done so by maintaining and modernizing its buildings and enriching the lives of its residents through innovative social services, recreational and educational programs, and job training initiatives. What makes HABC successful is the dedication of its employees and its history of strong leadership.

Health and Well-Being

At the Housing Authority of Baltimore City (HABC), we offer a competitive benefits package that supports our recruitment and retention goals and meets the diverse, evolving needs of our employees. HABC’s comprehensive benefits package includes:

Vacation and Leave

• Universal leave program
• 12 paid holidays

Health and Wellness

• Medical and dental insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Free health and wellness programs

Income Protection and Retirement

• Life insurance with optional additional coverage
• Voluntary Plans
• Retirement programs with employee contribution options

Position Summary

The Customer Support Specialist (CSS) for the Housing Choice Voucher Program (HCVP) serves as the first point of contact for applicants, participants, landlords, and the general public. This role is responsible for providing accurate information, resolving inquiries, and delivering exemplary customer service in support of HABC’s mission to provide safe, decent, and affordable housing for eligible low-income families.

The CSS plays a critical role in maintaining strong relationships between HABC and its stakeholders, ensuring that customer interactions are handled professionally, efficiently, and in accordance with federal, state, and local housing regulations.

All activities must support the Housing Authority of Baltimore City (“HABC” or “Authority”) mission, strategic goals, and objectives.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

• Serve as the front-line representative for the HCV Program, greeting and assisting walk-in clients, callers, and online inquiries.
• Provide timely and accurate information regarding program updates such as program eligibility, application processes, waitlist status, recertifications, inspections, and housing assistance payments.
• Maintain a professional and welcoming front desk or call center environment.
• Assist landlords and property managers with documentation, unit listings, and payment inquiries.
• Document all customer interactions and follow up on unresolved inquiries.
• De-escalate complaints or concerns with empathy and tact, escalating matters to appropriate staff when necessary.
• Assist with processing documents and forms submitted by applicants, participants or landlords.
• Collaborate with program staff to ensure timely communication and resolution of customer issues.
• Create or update written FAQs, scripts, or informational handouts to ensure consistency in messaging.
• Maintain confidentiality and comply with HUD and HABC policies related to housing and client data.
• Monitor incoming inquiries to ensure responses are timely and inquiries are resolved
• Communicate with clients, property owners, tenants, other agencies, and employees by telephone, in writing, or in person.
• Monitor and update inquiry statuses – Track whether an issue is “new, “ “in progress,” “escalated,” “Resolved, “ or “closed’ to maintain transparency and accountability
• Report on inquiry metrics and trends, such as volume, average response and resolution time, first-contact resolution rate, and customer satisfaction, to support continuous improvement
• Follow up diligently with customers and internal teams to close unresolved cases
• Document all key interactions (timestamps, actions taken, resolution steps, customer feedback)
• Capture and centralize all incoming inquiries (via phone, email, etc.), ensuring every customer message is logged promptly
• Escalate appropriately, forwarding inquiries that require higher-level support or cross-departmental intervention and keeping all informed

Minimum Education, Training, and/or Experience

Graduation from an accredited two (2) year college with an associate's in business or social service-related degree. Two (2) Years of progressively responsible experience performing front-line customer service tasks. An equivalent combination of education, training, and experience may include an associate degree in business or social service and two or more years of housing authority experience.

Special Requirements

• Possession of a valid Maryland driver's license.
• Must be able to be covered under the Authority's vehicle insurance policy.
• Must not engage in private real estate business.

Other Requirements:

• Availability to work some evenings and weekends as needed.
• Successful completion of a pre-screening investigation, including verification of employment history and education credentials.
• A 6-month probationary period applies to this full-time permanent position.

FOR INTERNAL CANDIDATES ONLY:Current HABC employees who are on probation, whether due to initial new hire status (6 months) or promotion (3 months), will have the opportunity to apply for other roles within HABC once their probationary period is successfully completed. This allows time for growth, development, and the demonstration of their skills and commitment, paving the way for new opportunities within the organization.

If you are currently under the progressive disciplinary process or have received disciplinary action within the past six (6) months, it may impact your ability to be considered for promotion within HABC. Please refer to the Manual of Personnel Policies or the applicable Collective Bargaining Agreement for additional information regarding the disciplinary process.

This job posting will remain open until October 29, 2026.