Full Job Description
Customer Service Specialist II Candidate Pool, Job # CP002
Starting Pay Range/Salary: A20, $22.07 Hourly + Excellent Benefits
Regular Full-Time, FLSA Non-Exempt Position
Worksite: Queen Anne Central Office-Housing Choice Voucher Program
In anticipation of potential positions that may become available over the coming months, we invite all interested staff, housing program residents/participants, and the general public to apply for this Customer Service Specialist II Candidate Pool. If you would like to be considered for any current or upcoming openings for this position, we encourage you to apply.
Under general supervision, perform a wide range of customer service and office support functions. Provide front-line information and assistance to customers, on the telephones, and in person. Assist in general office functions of filing, mail/fax distribution, office supplies and related duties.
1. Interact with the public, customers and agencies in a professional manner to present program information according to program guidelines. Represent the Housing Authority in a positive, professional and confidential manner. E
2. Perform a wide variety of record management duties; may retrieve records in preparation for interviews, reviews, inspections, and other appointments; assure timely communications between team members and records office. E
3. Operate computer equipment to enter and retrieve data, maintain records and generate reports; type memos, bulletins, letters, and notices; may perform mail merge projects and waitlist purges; prepare agenda items as requested and related materials; compose correspondence or prepare from rough draft. Use Document Imaging equipment to scan and index documents. E
4. Provide reception area coverage; greet and help customers, providing program information to the public, staff, residents and agencies, and make appropriate referrals to other staff persons in department or agency; schedule and re-schedule appointments; operate multi-line telephone system. Handle daily incoming inquiries from voicemail, e-mail, faxes. May use Microsoft Access to maintain a variety databases for customers and staff. E
5. Investigate and resolve inquiries and complaints from participants, landlord/owners and applicants regarding listings or refer to appropriate staff. E
6. Provide internal and external resource information to assist clients in assessing their needs for the appropriate affordable housing choice(s) and walking participants through the process if necessary. E
7. Assist applicants in determining eligibility for housing and the type of housing which meets their needs; assist applicants in understanding HUD/SHA rules and regulations, programs and services; assist applicants in completing their applications for housings; key-in applicant information and process applicants for interviews; perform other data entry as required. E
8. May operate a variety of office equipment, such as copiers, sorters, stuffers, folders, sealers, postal meters and scales; open and distribute mail; sort and distribute incoming U.S. and interoffice mail; may drive a vehicle to deliver mail and packages to the Post Office and Central Office in an accurate and timely manner. E
9. Maintain a sufficient inventory of office supplies and replenish supplies as necessary; maintain office equipment, including replacing toner and paper in copiers, printers, fax machines, and other equipment. E
10. May assist with Central Services, Call Center, Intake, and related functions as required. E
11. Responsible for all office mail, including sorting, pickup, delivery, and specialized processing of United States Postal Service (USPS) mail, inter- and intra-office mail in an accurate and timely manner.
12. Prepare rent statements, and out-going mail according to established USPS procedures and rate systems.
13. Participate in the development and implementation of goals, work plans, performance measures, and continuous improvement of service delivery to assist in attaining the unit/program/department initiatives and goals, agency core strategies, and mission through a spirit of service, teamwork and respect. Work respectfully and courteously with other employees, residents and the general public. Follow direction, and work well under pressure. E
14. Attend all required training and safety meetings; use, maintain and replace assigned personal protective equipment; report all injuries and illnesses to supervisor immediately; complete and submit incident/accident reports as required; report hazardous conditions or unsafe work practices to supervisor; and follow all safety and health guidelines, practices, policies and procedures. E
15. Perform related duties as assigned.
At least three years' work experience in general office work, or related experience, including at least one year experience using Word, Excel and Access.
High school diploma or equivalent.
LICENSES AND OTHER REQUIREMENTS:
Valid Washington driver's license with fully insurable driving record.
This is an FLSA Non-Exempt position covered by a collective bargaining agreement
Competencies, Knowledge, Skills & Abilities
1. Interpersonal skills using tact, diplomacy, patience and courtesy.
2. Excel, Access and E-mail to create, maintain, print and send data.
3. Math calculation skills.
4. Verbal and written communication skills.
5. Clerical skills.
6. Modern office practices, procedures and customer service principles.
7. Telephone techniques and etiquette.
8. Filing and record keeping system, including document imaging.
9. USPS practices, procedures and rates
10. Correct English usage, grammar, spelling, punctuation and vocabulary.
11. Operation of office machines and equipment such as PC, copiers, printers and projectors.
1. Work cooperatively, harmoniously and respectfully with co-workers, supervisors, public and customers.
2. Deal with a variety of people with diverse backgrounds.
3. Communicate effectively verbally and in writing.
4. Understand and follow verbal and written instructions.
5. Perform a variety of clerical duties involving typing, filing and maintaining records or reports in support of a special program or department function.
6. Handle multiple tasks and priorities with interruptions.
7. Effectively plan and organize workload.
8. Operate a variety of office equipment including postage meter, scale, inserter, folder, labeler, computer terminal, calculator, copier and PC.
9. Operate a computer to enter data, maintain records and generate reports using Word and Excel, Access and MLS.
10. Perform data entry efficiently and accurately.
11. Meet schedules and time lines.
12. Work respectfully and courteously with staff, residents and the general public.
- Indoor/outdoor environment.
- Driving a vehicle to conduct work.
- Depending on customer service and business
needs, some desk assignments may require a
work schedule of 8:00 AM - 5:00 PM with a one
hour mid-day meal break plus mid-morning and
mid-afternoon breaks of fifteen minutes each.
- Hearing and speaking to exchange information in person or on the telephone.
- Seeing to read a variety of materials and to drive.
- Dexterity of hands and fingers to operate a computer keyboard.
- Standing for extended periods of time.
- Lifting and carrying items weighing up to 40 pounds while going up and down stairs.
- Operate mailing and other equipment.
- Contact with dissatisfied or abusive individuals..