Customer Relationship (Front Desk) Specialist

The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County’s need for affordable housing. HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing; obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare., This position is responsible for providing exemplary customer service to applicants, residents, property owners, vendors, and external stakeholders. The incumbent achieves this by disseminating information to the public about affordable housing programs and services offered by HOC within Montgomery County. The Customer Relationship (Front Desk) Specialist will manage the relationship between customers, potential customers and other stakeholders; communicate with internal and external partners to meet customer expectations; and use technology to track customers’ issues and concerns until resolved. The Specialist will address customer requests based on an understanding of HOC programs and services as well as proactively offer solutions to address customer’s issues and challenges. He/she will also follow up on issues and ensure all issues are resolved or escalated as appropriate. The incumbent will be required to construct written materials for use internally and externally to support the agency in providing consistent and clear guidance to customers. This position will staff the front reception desk and foster a professional, welcoming and friendly environment.

Examples of Duties:

• Welcome staff and customers
• Assist customers by identifying their needs and providing relevant information or resolution
• Work with other HOC staff seeking guidance and information
• Answer phone, emails and (when applicable) chat inquiries
• Carry out data entry responsibilities
• Keep the front desk area clean and tidy
• Use judgment when assisting customers and de-escalate situations when needed
• Support the Call Center Manager and Call Center staff, HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.

• At least three (3) years of experience in Customer Service and or Front Desk environment
• Must have experience using Customer Relationship Management or equivalent systems

Education:

• Requires a high school diploma or equivalent certificate of completion
• An equivalent combination of education and experience may be accepted. Low-income residents in Montgomery County with the above qualifications are encouraged to apply.

Knowledge, Skills and Abilities

• Must have knowledge of public housing program regulations.
• Must have interviewing and counseling skills
• Must be detail-oriented and have good interpersonal, customer service and organizational skills.
• Must be able to prioritize assignments to meet deadlines and be dependable.
• Must be extremely reliable and report to work on time.
• Must have great written and oral communication skills.
• Must have strong computer skills and the ability to learn new technologies /web-based systems quickly
• Microsoft Word and Excel experience required.
• Spanish is preferred