Job Details
required , Yes No Location required , Location is required. **Title:** Service Ambassador
**Supervisor:** Call Center Supervisor
**Location:** Remote (Must reside in AZ, FL, IL, MT, PA, SC, NC, TN, TX, or VA)
**Status:** Full-Time/Non-Exempt
**The Objective of the Position**
The Service Ambassador will provide high-quality and effective customer service to families, landlords and owners served under the various housing programs. This position requires the ability to learn quickly, research concerns, provide exceptional customer service through proper resolutions for the families and landlords served. The SA will answer questions about the program, applications and solve problems to provide accurate resolutions for every client.
**Customer Service Representative Responsibilities:**
* Properly Handle approximately 50+ of incoming and outgoing phone calls per day
* Handle all contacts (email, chat, inbound and outbound calls) professionally and with tact
* Establishes trust and mutual respect when interacting with others
* Research required information using available resources and knowledge
* Provide accurate information to customer inquiries
* Accurately and thoroughly record all interactions with notations in the system of record
* Defuse and deescalate irate customers as to ensure great customer experience
* Identify and escalate priority issues
* Perform data entry
* Works effectively and efficiently, contributing to team goals
* Demonstrates perseverance and resilience in the pursuit of goals
* Contributes to a positive work environment that makes work rewarding and enjoyable
* Consistently displays responsible, honest, and ethical behavior towards peers, customers, partners, vendors, and others in the organization
* Exhibits flexibility and remains calm in a changing environment
* Perform other duties as assigned
**Customer Service Representative Requirements**
* Professional Attitude and Appearance
* Have a computer with company specifications including a working camera and headsets (no air pods)
* Have a noise-free dedicated workspace that creates an environment like an office
* Dedicated internet connection (no apartment connection or hotspot connections)
* Strong professional (phone) written and verbal communication skills
* Strong problem-solving skills take ownership of internal/external customer problems and resolve them quickly
* Regular, consistent and punctual attendance
* Excellent time management skills
* Attention to detail and problem-solving skills
* Ability to Multi-Task
* Ability to work and research independently
* Ability to ask for support when needed
* Uphold the values and goals of the company by performing your job to the best of your ability.
* Focus on completing assigned tasks on time.
* Ambassadors must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
**Education/Experience Required**
* Minimum 2 years' experience in customer service
* Minimum 1 years' experience in call centers
* Proven ability to follow through
* Familiar with and able to use research software
* Working Knowledge with Microsoft Outlook, Word, Excel, Power Point
* Professional written and verbal communication
* High School Diploma/ GED required
*This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.*
**Title:** HCV Specialist
**Supervisor:** HCV Manager
**Location:** Remote (Must reside in AZ, FL, IL, MT, PA, SC, NC, TN, TX, or VA)
**Status:** Full-Time/Non-Exempt
**The Objective of the Position**
As the HCV Specialist, your primary objective would be to provide complex customer service/relations as well as process various transactions and functions related to the HCV rental assistance programs. As an HCV Housing Specialist, your tasks would include determining and documenting applicant and/or participant eligibility, income, rent and contractual relationships with owners in support of the Housing Choice Voucher (HCV) operations using written administrative policies and procedures. As an HCV Housing Specialist, you will be responsible for accurate and complete files/transactions, resolution of customer services cases and responsiveness to participant and landlord inquiries.
**HCV Specialist Responsibilities**
* Educate participants on program requirements and family obligations
* Conduct participant briefings as needed
* Conduct eligibility and intake activities for program applicants & participants
* Conduct annual/interim recertifications within required time frames
* Process and monitor participant moves to a new dwelling, including portability
* Determine housing assistance payment and tenant rent calculation
* Prepare/Execute Housing Assistance Payment (HAP) Contracts
* Resolve concerns between owners, tenants and the Public Housing Authority (PHA)
* Process all transactions within the PHAs required business systems and procedures
* Maintain accurate and complete applicant/participant files
* Respond to and resolve any quality control findings associated with work completed
* Provide excellent customer service to participants, landlords, co-workers, clients and vendors
* Conduct all job functions in alignment with the PHAs Administrative Plan, HUD regulations and other state and local requirements
* Ensure regular attendance and punctuality
* Perform other duties as assigned
**HCV Specialist Requirements**
* Possesses the ability to interpret laws, rules and regulations.
* Able to execute tasks and assignments while maintaining adherence to deadlines
* Able to solve problems independently
* Ability to use computers and other forms of technology to gather data, communicate and report to other individuals and agencies.
* Intermediate to Advanced skills in Microsoft Applications, including but not limited to Excel, Word, Outlook and SharePoint
* Ability to type 35 WPM
* High Attention to Detail
* Ability to communicate professionally, verbal and written
* Intermediate to Advanced problem-solving skills
* Ability to quickly learn new programs and applications
* Ability to quickly adapt to new conditions depending on the need of client
**Education/Experience Required**
* Housing Choice Voucher (HCV) Program Certified Housing Specialist OR
* 5+ years Housing Choice Voucher (HCV)/Public Housing/Property Management experience
**Title:** Housing Choice Voucher Program Manager
**Supervisor:** Director of Busniess Development and Professional Services
**Location:** Remote (Must reside in AZ, FL, IL, MT, PA, SC, NC, TN, TX, or VA)
**Status:** Full-Time/Exempt
**The Objective of the Position**
The HCV Program Manager is responsible for providing management and leadership required to support the daily operations of the Housing Choice Voucher Program. The position's responsibilities include a wide range of activities related to performance and regulatory compliance. The position will be required to establish data integrity through risk analysis, data evaluation, and reporting.
**HCV Program Manager Responsibilities**
* Responsible for managing HCV supervisory and administrative staff
* Assist in managing and coordinating the operation of the Housing Choice Voucher Program including Project-Based Vouchers
* Ensure compliance with and achieving a high-performance rating on the Section Eight Management Assessment Program (SEMAP) key indicators
* Provide oversight to the HCV Program to ensure the administration meets all HUD regulations
* Perform other functions/duties as assigned
* Provide corrective action plans if any program deficiencies are discovered
* Monitor production, quality control, and data integrity of transactions completed by staff
* Supervise and review work of staff as assigned
* Serve as a point of contact to resolve non-routi