Employment

Summary of Position

Provides administrative and clerical work of a complex, professional and responsible nature.

Position is responsible for supporting the Management Team and serves as the primary point of contact for RHA customers and the general public. The Customer Service Specialist triages phone calls, greets visitors and forwards tenant concerns to the appropriate staff person, in a manner that ensures outstanding accuracy and customer service.

Works with the Executive Administrative Assistant and Finance Specialist (EAA/FS) in managing office operations in accordance with sound business practices. Initiative, sound judgement, analytical skills, and adherence to confidentiality and procedures are critical to the success of this position.

Essential Duties and Responsibilities

• Performs program support functions and clerical work including typing, filing, photocopying, mailing of tenant statements and report generation.
• Accepts applications and begins the initial review and processing of applications including requesting landlord and character references, EIV verification check, Tenant Check reports, criminal records and sex offender registry checks, FBI fingerprint card processing as needed, income eligibility, and data entry and updates into the PHA Web system.
• Forwards all completed applications to the Occupancy and Compliance Manager (OCM) for quality control review.
• Coordinates the distribution of all tenant notices.
• Responsible for stocking all applications, affordable housing guides and marketing materials.
• Updates bulletin board postings with required regulatory materials.
• Assists applicants with completing applications as requested.
• Provides customer service driven front desk and telephone coverage.
• Triages requests for information and forwards the requests to the appropriate parties.
• Manages the reception area to ensure a positive experience for customers.
• Mails applications and other requests for information to applicants or other customers.
• Assists OCM in maintaining the Homeless tracking binder for annual reporting.
• Regularly mails out Criminal Record Checks to the State of Vermont, with assistance from the Property Manager, as necessary.
• Handles general information requests only regarding Authority programs and activities.
• Works with property management and Section 8 Program staff to ensure that forms in applications and recertification packages are up to date.
• Responds to general questions that come from the website or forwards them to the appropriate party for response.
• Assists property management staff with the processing of Shelter Statements for tenants.
• Receives and triages work orders based on urgency of repair.
• Enters work orders in PHA Web, distributes and oversees the closing of work orders, and provides technical support to RHA maintenance staff in completing remote entries.
• Forwards proposed tenant charges to property management staff for approval.
• Generates related reports as requested.
• In collaboration with the PM, prepares and mails tenant statements monthly.
• Accepts tenant rents for processing by the EAA/FS.
• Assists the EAA/FS in procuring and maintaining office equipment and supplies including computers, telephones, photocopiers, fax machines, and postage meters, as needed.
• Coordinates requests to the Rutland Police Department and Rutland Fire Department for monthly reports.
• Coordinates applicant and resident files to ensure compliance with regulations, RHA Standard Operating Procedures and accuracy.
• Reviews any questions or concerns with PM and/or OCM.
• Purges and updates applicant files bi-annually in collaboration with the PM and OCM.
• Acts as a backup to the Executive Administrative Assistant and Finance Specialist.
• Performs miscellaneous special projects as requested.
• Ensures that all administrative procedures comply with good organizational practices.

Administrative Procedure Expectations

1. Sound operating procedures are in place and functioning effectively.
2. Record keeping is comprehensive, up-to-date, and easily accessible.
3. Internal and external communications are timely and effective.

Knowledge, Skills and Abilities

• Ability to rapidly develop a thorough knowledge of the functions, procedures, organization and governing laws and regulations of the Authority.
• Proficient in the use of Microsoft Office and ability to rapidly learn PHA Web and other computerized programs, including use of the internet for online research.
• Ability to compose materials and correspondence on own initiative or with a minimum of instruction.
• Ability to type and proofread routine documents and forms.
• Ability to think independently and use sound judgement to analyze a variety of problems, make recommendations and carry out instructions.
• Knowledge of record and file maintenance procedures and ability to devise and maintain detailed, thorough and accurate record keeping systems.
• Thorough knowledge of routine office procedures, grammar usage and spelling.
• Ability to maintain confidentiality, exercise good judgement, courtesy and tact.
• Ability to communicate effectively orally and in writing.
• Ability to establish and maintain effective working relationships with supervisor, co-workers, tenants and the general public.
• Ability to plan and organize a heavy workload and quickly identify priorities of a busy and diverse organization.
• Ability to operate under stress related to meeting deadlines.
• Commitment to quality and excellent customer service.
• Excellent telephone manner and ability to handle a variety of callers, while not exceeding the scope of the job description or intended knowledge base.

Qualifications

• High school degree required; Associate Degree preferred with a specific focus on business or office procedures.
• A combination of experience and training which provides the required knowledge and skills.
• Cash handling and data entry experience.
• Public Housing and Section 8 Program Management certification, or equivalent, within 12 months of employment.
• Must possess a valid Vermont driver’s license, dependable private means of transportation and insurance as prescribed by the State of Vermont.
• Must work in a collaborative team-oriented manner with all Rutland Housing Authority staff.
• Must be bondable.

Professional Expectations

• Enhances and promotes the image of Rutland Housing Authority in the community through a shared commitment to professionalism, quality, responsiveness and service.
• Under no circumstances provides guidance or information on any program preferences or applicant wait list questions. All such inquiries are to be forwarded to the OCM or Property Manager.
• Demonstrates a commitment to the mission and values of RHA.
• Demonstrates respectful and effective communication with others.
• Protects the privacy and confidentiality of all private information related to participants, families, staff and general housing operations following privacy practices and HIPAA requirements.
• Has excellent interpersonal skills and is able to relate to internal and external parties professionally, representing RHA in a positive manner.
• Possesses the ability to self-direct, strong attention to detail and commitment to excellence in work product while handling multiple projects at one time.
• Adheres to all safety practices, rules and standards throughout the workday.
• Demonstrates a commitment to high quality customer service, quality and proactively seeks to make improvements in systems and processes.
• Proactively anticipates, manages and constructively resolves conflicts and disagreements; identifies ways conflict can lead to positive change.
• Demonstrates a high level of emotional intelligence, treats others ethically and fairly, and displays integrity and honesty.
• Adapts and is flexible in response to constraints, failures and adversity.
• Builds and maintains effective relationships.

Work Environment and Physical Requirements

• Full-time position, 40 hours per week, non-exempt, aligned.
• Combination of office and field environment.
• Ability to lift and carry computer and other office equipment.
• Ascending and descending stairs.
• Moving to accomplish tasks and moving from one worksite to another.
• Works with others to exchange information.
• Repetitive motions which may include the wrists, hands and/or fingers.

Equipment Used

• Computers
• Printers
• Telephones
• Fax machines
• Copy machines
• Calculator
• Postage meter
• General office equipment

Compensation and Benefits

The RHA offers a competitive salary and benefits commensurate with experience
and a dynamic supportive work environment.

Job Type: Full-time

Pay: $20.00 – $21.00 per hour

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement

Schedule

• 8 hour shift
• Day shift
• Monday to Friday

Experience

• Customer service: 2 years required

Location Requirements

• Ability to Commute: Rutland, VT 05701 required
• Ability to Relocate: Rutland, VT 05701; relocate before starting work required
• Work Location: In person

How to Apply

Please submit a letter of interest, resume and current references, in confidence, to:

Sarah Nelb
Director of Finance and HR
Rutland Housing Authority
5 Tremont Street
Rutland, VT 05701

Or email:
snelb@rhavt.org

EOE

The position shall remain open until filled.