Customer Relationship Specialist (Front Desk)

The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County’s need for affordable housing. HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing; obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare.

Job Description:

The Customer Relations Specialist (Front Desk) is responsible for providing exemplary customer service to applicants, residents, landlords, vendors, and external stakeholders. This position will staff the front reception desk and foster a professional, welcoming and friendly environment.

The incumbent achieves this by disseminating information to the public about affordable housing programs and services offered by HOC within Montgomery County. The Customer Relationship Specialist (Font Desk) will manage the relationship between customers, potential customers and other stakeholders; communicate with internal and external partners to meet customer expectations; and use technology to track customers' issues and concerns until resolved. The Customer Relations Specialist will address customer requests based on an understanding of HOC programs and services as well as proactively offer solutions to address customer's issues and challenges. He/she will also follow up on issues and ensure all issues are resolved or escalated as appropriate. The incumbent will be required to craft written materials for use internally and externally to support the agency in providing consistent and clear guidance to customers.

Responsibilities:

• Report to the office by 8:30 a.m.

• Welcome staff and customers

• Assist customers by identifying their needs and providing relevant information or resolution

• Work with other HOC staff seeking guidance and information

• Answer phone, emails and when applicable chat inquiries

• Carry out data entry responsibilities

• Keep the front desk area clean and tidy

• Use judgment when assisting customers and de-escalate situations when needed

• Support the Call Center Manager and Call Center staff

Minimum Qualifications

Experience:

• Requires a minimum of three years experience in customer service and/or front desk environment.

• Must have experience using Customer Relationship Management or equivalent systems.

Education:

• Requires high school diploma or equivalent certificate of completion.

• An equivalent combination of education and experience may be accepted

Knowledge, Skills & Abilities:

• Must have knowledge of public housing program regulations, in particular, HCV and PBV programs.

• Must have interviewing and counseling skills.

• Must be detail-oriented and have good interpersonal, customer service and organizational skills.

• Must be able to prioritize assignments to meet deadlines and be dependable.

• Must be extremely reliable and report to work on time.

• Must have great written and oral communication skills.

• Must have strong computer skills and the ability to learn new technologies /web-based systems quickly.

• Microsoft Word and Excel experience required.

• Spanish is preferred

*Grade 16: Min: $47,555 - Max: $76,380 | Salary determined by departmental budget- Offer commensurate with experience

HOC is an equal-opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace.

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records to determine employment suitability. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.