Front Desk Customer Service Representative

Job Description: Front Desk Customer Service Representative

Nature of Work

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This position will be responsible for providing a point of contact for walk-in traffic, as well as virtual customers, incoming telephone calls, granting access to the building for the public, and supporting the highest level of customer service for clients, staff, and visitors.

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Job Description: Front Desk Customer Service RepresentativeNature of Work

This position will be responsible for providing a point of contact for walk-in traffic, as well as virtual customers, incoming telephone calls, granting access to the building for the public, and supporting the highest level of customer service for clients, staff, and visitors.

Classification Standards

This position will report directly to the Deputy Director and work under limited supervision. Other support duties under the guidance of the OHA Management Team.

Essential Job Functions

• Grant visitors access to the administrative building during business hours and maintain log.
• Answer incoming telephone calls, assist callers, take messages, provide information, and make community referrals and direct calls to staff members.
• Maintain a safe environment by monitoring security system and panic button, using good judgment in contacting appropriate personnel as needed.
• Provide accurate information regarding application procedures, waiting list, vacancies and qualifications to both callers and walk-in clients.
• Provide assistance to residents requesting work orders or other forms as needed.
• Provide timely referral to the staff for appointments or other assistance.
• Maintain a professional and personable demeanor while working with chronic homeless population in a non-judgmental way.
• Maintains supply of forms and brochures for general public and clients and distributes as necessary.
• Maintains cash receipts journal.
• Sorts and distributes incoming mail
• Keep an orderly, clean and professional reception area.
• Monitor the Authority's general email inbox
• Maintain website and other social media outlets of the agency
• Assist Resident Services with events coordination as needed
• Assist Resident Services with advertisement and promotions
• Update the maintenance on-call system weekly

Public Housing Program Support Duties

• Post rent receipts in the Lindsey system
• Mark payments that come through the drop box for Public Housing (and other programs)
• Post late fees in the system
• Collect paper applications for housing assistance
• Conduct a general overview to determine client qualification
• Enter qualified applicants into the system
• Physically pull applications from the drawer and give to Public Housing staff
• Update wait list applications as clients provide information
• Drop applications from the system, as directed by PH Manager
• Type PH retention forms
• Assist with stuffing envelopes, making copies, and compiling packets for client distribution

Housing Choice Voucher Program Support Duties

• Maintain the wait list
• Physically pull the wait list applications from the retention drawer
• Drop applications from the wait list, as per the HCV Manager's notification
• Input wait list updates
• Type retention box forms
• Maintain and distribute the forms for port ins and moves to new units
• Notify HCV department of the presence of a landlord
• Maintain and distribute interim income adjustment packages
• Review the income packet and ensure all documentation is provided by the client. If packet is incomplete do not accept and note on sign in sheet that packet was rejected for incomplete documentation

Accounting Support Duties

• Update the log sheet for all incoming checks or money orders and log them into the correct accounts
• Copy all checks/money orders and attach t