TDHCA - HRC Customer Service Representative

Job Description

Housing Resource Center Division

This is a temporary position in the Housing resource Center division associated with one-time federal funding. The position is estimated to be filled through approximately August 2025.

GENERAL DESCRIPTION:

Performs moderately complex (journey-level) informational and educational work including responding to requests for information on affordable housing and community services. Work involves collecting and preparing factual information for the public, Department staff, and other agencies. Skills needed include effective communication; an articulate speaking voice; patience with a calm and friendly attitude. Scripts may be provided but will also need to possess skill to assist and navigate callers through information found on Department website. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. This will primarily be a telecommute position with the expectation of being available in the office for staff meetings or other times as required.

SPECIFIC JOB RESPONSIBILITIES:

• Responds to public requests for information regarding housing assistance, community services programs and other acitivities of the Department.
• Distributes information on the Department's programs as well as other sources of assistance that may be available, Communicates via phone, email or USPS as needed.
• Develops comprehensive knowledge of the types of programs and levels of assistance offered by the Department. Becomes familiar with the Department's organizational structure in order to best direct program-specific requests. Responds to general information inquiries about agency activities.
• Processes agency complaints received through the Departments Public Complaint Tracking System.
• Serves as backup to the Department's Texas Register Coordinator.
• May assist staff with purchase orders, court reporting set ups and other administrative tasks as needed.
• May serve as division backup for processing Tax Exempt Financial Documents as needed.
• Performs related work as assigned.

Qualifications:

EDUCATION/EXPERIENCE:

• Fluency in Spanish is preferred.
• Customer service experience is required.
• Experience in affordable housing and/or field of health services or related work preferred.
• Graduation from an accredited four-year college or university is preferred.
• Education and experience may be substituted for one another.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong professional customer service and communication skills.
• General knowledge of public agency functions, policies and procedures and standard business communication.
• Must possess skill with personal computers and applications such as Word and Excel.
• Preferred experience with Microsoft Teams, Cisco Finesse and Cisco Jabber.
• Ability to plan and direct collection and preparation of information to prepare for distribution.
• Ability to establish and maintain effective working relationships with supervisors, co-workers and the public and represent the Department in a professional manner.
• Ability to set priorities, organize workload and adapt to changing timelines.
• Knowledge of housing issues and low-income households preferred.

PHYSICAL REQUIREMENTS:

• Position will primarily be telecommute with the expectation of being available to be in the office for periodic staff meetings and other times as required.
• Must be able to use computer/computer phone application for long periods of time.
• Must be able to communicate and exchange accurate information via phone, computer and in person.
• Must adhere to approved work schedule.

OTHER:

Must be willing to work in a non-smoking environment and adhere to all applicable Department policies and procedures. Must be willing to work overtime if necessary which may include nights and weekends. Must attend work regularly and adhere to approved work schedule.

IMPORTANT INFORMATION FOR THE CANDIDATE:

• Official transcripts or other minimum requirement validations will be requested of final applicants.

• Criminal background checks will be conducted before an offer of employment is extended.

We fully recognize, honor and enforce the Uniformed Services Employment and Reemployment Rights Act (USERRA) and encourage opportunities to hire Veterans, Reservists and Guardsmen.

Males born on or after January 1, 1960, between the ages of 18-26, will be required to present proof of Selective Service System registration on the first day of employment or proof of exemption from Selective Service registration requirement.

The U.S. Immigration Reform and Control Act of 1986 requires new employees to present proof of identity and eligibility to work in the United States. Failure to provide this information within the required timeframe will result in the offer being rescinded.

Thank you for considering employment at the Texas Department of Housing and Community Affairs! The Texas Department of Housing and Community Affairs is an Equal Employment Opportunity employer.