Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons. POSITION SUMMARY: Provides support to Field and Central Office Operations as well as prospective and current program participants and owner/agents who contact THDA via telephone and/or email customer support with a variety of issues related to the Housing Choice and Project Based Voucher Programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Essential duties and responsibilities include the following. Other duties may be assigned.
Answers telephone calls for the Section 8 Housing Choice Voucher and Project Based Voucher programs, answers multi-line telephone system, determines caller's needs cataloging formal complaints, and accurately routes to the appropriate program area staff member. Updates THDA system(s) of record to view participant and owner/agent information to document calls. Raises heightened awareness to supervisor when necessary. Keeps apprised of program changes through cross-training and study of THDA Administrative Plan, THDA website, and other identified sources of information. Provides related customer service to current and prospective owners/agents, Federal Housing and Urban Development (HUD), government officials, participants, and applicants of the Section 8 Rental Assistance Housing Choice and Project Based Voucher program including instruction and guidance in use of THDA's application and documentation portal, Yardi. Assists program participants and owner/agents with client central portal account registration and password resets. Performs additional administrative duties as assigned to support the Division's overall objectives. MINIMUM QUALIFICATIONS: The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Education and Experience: High school diploma or equivalent GED. Two years of experience working in a business environment with the public. Related working experience in a housing-related industry is preferred. Working experience associated with the Housing Choice Voucher program is highly preferred. Experience working with Microsoft Office 365 to include Word, Excel, and Outlook is required. The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.
Knowledge, Skills, Abilities, and Competencies: Excellent telephone etiquette. Excellent verbal and written communication skills. Ability to accurately perform data entry. Strong interpersonal skills. Builds and maintains positive relationships with internal and external constituents. Ability to effectively plan and organize a large workload; accepts procedural change. Maintains a high level of confidentiality. Strong organizational and time management skills; uses time effectively; consistently meets deadlines. Documents regularly, thoroughly, accurately, and completely with a high level of detail. Ability to read and accurately interpret regulations and policies such as those contained in HUD manuals, guidebooks, handbooks, and issued notices. Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information. Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities. SPECIAL DEMANDS: The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.
Ability to hear and speak on a telephone. Ability to use a telephone headset for extended periods of time. While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear. The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
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