The Front Office Team Leader supervises Front Office Specialists, Document Drop Off Clerks, and Receptionists. Answers and addresses customer telephone and visitor inquiries related to the Housing Choice Voucher Program (HCV). Assist customers to the fullest extent possible based on program knowledge and information obtained through the use of available training, resource documents and software applications. Refers customers to program specialists and other internal staff as appropriate. Utilizes customer service skills and training to assist callers and visitors with requests, especially those identified as urgent and/or having special needs or concerns. Develops and conducts training for Front Office staff. Demonstrates a high level of professionalism and superior customer service skills at all times
Supervises all customer service staff, including receptionists, front office representatives, ADA Coordinator, and clerks. Ensures that the office has adequate coverage during all normal business hours.
Oversees the document collection of program documents and ensures proper routing.
Develops and maintains report on Front Office activity, including walk-ins, appointments, document drop off and program trends.
Ensures compliance with reasonable accommodations policies.
Acts as a liaison between FLQ and the Service Center as needed.
Handles high profile HCV cases that require escalation.
Informs and trains staff in new or revised policies and procedures.
Coordinates with other work units to ensure timely and efficient service to clients.
Answers and assesses customer inquiries and directs callers and/or visitors to appropriate program or other internal staff
Demonstrates the application of new procedures or techniques, as appropriate
Provides HCV Program information to customers.
Performs public speaking assignments and is active in community as needed to support program goals and relationships.
Develops effective working relationships with subordinates and peer managers.
Responsible for program tracking, record-keeping and reporting.
Other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS:
Bachelor’s degree in Public, Business Administration or related field
Certification by Quadel in Section 8 Certificate and Voucher Proficiency within 60 days of hire.
Minimum of two years’ experience in the management of human services, intake, recertification community development, housing, or job training programs
Extensive knowledge of HCV program and ability to handle complex customer service issues.
Front office experience required.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of the Section 8 program and ability to understand, interpret, apply and explain federal and agency policies, regulations, and procedures.
Ability to compile and organize reports.
Ability to apply considerable levels of concentration constantly throughout the day.
Ability to effectively perform with constant interruption.
Ability to perform under constant pressure of deadlines.
Ability to effectively communicate verbally, individually and in groups, with internal contacts, tenants, property owners, and other external contacts as appropriate.
Ability to effectively write letters, reports, procedures, maintain documentation and complete required forms.
Ability to read, write and speak English. Ability to read, write, and speak Spanish is highly desirable.
Ability to manipulate necessary office equipment, computers and peripherals.
Familiarity with assisted rental housing programs and the local housing market and strategies preferred.
Demonstrated ability to work successfully with socio-economic and ethnically diverse populations