What are the responsibilities and job description for the Customer Services Manager position at DHA Housing Solutions For North Texas?
DHA, Housing Solutions for North Texas
Customer Services Manager
Salary: $57,916 - $86,874
Join the team dedicated to providing affordable housing solutions across North Texas.
At DHA, Housing Solutions for North Texas, our mission is to provide quality, affordable housing and access to supportive resources across the region. As a Customer Services Manager, you play an important role in helping us fulfill this mission by assisting in all facets of planning, coordinating and implementing customer services activities.
Enjoy these benefits when you join the DHA team!
Flex Work: 4.5 or 4-Day Work Week
Paid Time Off 12 Paid Holidays
Retirement Plan with 5% Employer Contribution & 457(b) Deferred Compensation Plan
Tuition Reimbursement
Employee Assistance Program: Financial, Legal, Mental Health and Counseling
Medical, Dental and Vision Plans
Section 125 Pre-Tax Cafeteria Plan
Health Savings and Flexible Spending Accounts
Term Life Insurance: Short- and Long-term Disability Plans
Key Responsibilities
- Plan and implement processes to manage and monitor visitors, visitor registration, logistical management of client appointments, incoming calls, and deployment of security services for the agency.
- Perform strategic planning and establish measurable goals
- Foster a high standard of customer interaction through empathetic and efficient communication by call center agents
- Supervise call center personnel to ensure courteous and accurate information is provided
- Educate, train, and monitor individual staff and team performance to ensure productivity and efficiency aligned with agency standards
- Monitor employee attendance
- Manage security detail assigned to the agency
- Supports the relationship between DHA and the constituent population by demonstrating courteous and cooperative behavior when interacting with clients, visitors and staff
- Enthusiastically promotes the President/CEO's priorities for the operations of DHA.
Knowledge and Skills for Success
A successful Customer Services Manager has…
- Knowledge of DHA organization, operations, policies and procedures.
- Knowledge of applicable state and federal statues, rules, codes and regulations.
- Understanding of legal, ethical, and professional standards of conduct.
- Knowledge of efficient and cost effective resources management
- Ability to analyze complex administrative and operational data issues and provide alternatives to make logical recommendations based on findings.
- Ability to access and prioritize multiple responsibilities
- Proficiency in utilizing a variety of business office equipment and software programs.
- Ability to investigate, analyze and resolve complex concerns and complaints
- Skilled in working under tight deadlines while establishing and maintaining cooperative working relationships with staff members
- Excellent verbal and written communication skills.
- The ability to interact effectively with diverse groups of people.
Qualifications
- Bachelors Degree in Business or Public Administration or related field
- Five (5) years of professional program management work experience
- Four (4) years of public housing program management experience
- Or an equivalent combination of education and experience
How to Apply
Applications must be submitted online by using the Apply button at the top of this page.
Be sure to answer every question on the application. Incomplete applications will not be considered. Please use N/A for questions that are not applicable to you.
If you are interested in more than one open position at DHA, you must submit an application for each role.
The employment history section of the application must be completed. We cannot accept a resume as a substitute.
DHA is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity and all employees and applicants are treated equally without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Salary : $57,916 - $86,874
