CUSTOMER SERVICE SPECIALIST

Job Title: Customer Service Specialist Department: LMHA Office Services Reports To: Office Services Manager FLSA Status: Non-Exempt Salary: $18.49/hour Position Summary The Customer Service Representative serves as the first point of contact for Louisville Metro Housing Authority (LMHA) residents, applicants, landlords, and the general public. This position is responsible for providing exceptional customer service by answering inbound calls, responding to inquiries, resolving concerns, and accurately documenting all customer interactions within the agency's housing management system (Yardi). The Customer Service Representative is expected to professionally handle a high volume of calls while maintaining confidentiality, demonstrating empathy, and ensuring timely follow-up and resolution of customer requests. Essential Duties and Responsibilities The statements below are intended to describe the general nature and scope of work performed by this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Other duties may be assigned. Receive and respond accurately, courteously, and professionally to customer inquiries received via telephone. Respond to customer questions utilizing available resources, agency policies, procedures, and program knowledge. Research customer concerns and provide accurate information or appropriate referrals. Properly relay information to LMHA staff regarding customer calls, concerns, and requests. Identify, prioritize, and escalate unresolved inquiries to the appropriate department for resolution. Accurately document all customer interactions, complaints, requests, and follow-up activities within the LMHA system of record (Yardi). Verify and update customer demographic and contact information. Perform data entry while maintaining a high level of accuracy. Proactively address participant and landlord issues and concerns. Utilize the LMHA records management system efficiently and accurately. De-escalate difficult or emotionally charged situations while maintaining professionalism and providing excellent customer service. Maintain knowledge of LMHA programs, policies, procedures, and community resources. Collaborate with internal departments to ensure timely resolution of customer issues. Meet established performance standards related to call quality, productivity, attendance, and customer satisfaction. Maintain confidentiality of resident, applicant, landlord, and agency information. Provide exceptional customer service to residents, applicants, landlords, coworkers, vendors, and community partners. Ensure regular attendance and punctuality. Perform other duties as assigned. Supervisory Responsibilities None. Minimum Qualifications High school diploma or equivalent required. Associate degree in Public Administration, Business Administration, Human Services, Communications, or a related field preferred. Minimum of three (3) years of customer service experience. One (1) to two (2) years of call center experience preferred. Strong verbal and written communication skills. Excellent telephone etiquette and active listening skills. Strong typing, data entry, and computer proficiency. Proficiency with Microsoft Office Suite (Word, Excel, Outlook). Ability to prioritize multiple tasks in a fast-paced environment. Strong organizational and time management skills. Ability to maintain confidentiality of sensitive information. Ability to exercise sound judgment and professionalism. Bilingual or multilingual abilities are preferred. An equivalent combination of education, training, and experience may be considered. Experience Minimum three (3) years of customer service experience in a high-volume environment. Previous experience working in a call center, government agency, housing authority, social services, healthcare, or public service organization is preferred. Experience utilizing customer relationship management (CRM) or housing management software is preferred. Experience handling difficult customer interactions while maintaining professionalism. Preferred Qualifications Associate degree in Public Administration, Business Administration, Human Services, or a related field. Experience working with Yardi or similar property management or housing software. Experience working in affordable housing, public housing, Housing Choice Voucher (Section 8), or government programs. Bilingual (English/Spanish or other languages commonly spoken within the community). Experience providing customer service in a public sector or nonprofit environment. Knowledge, Skills, and Abilities Knowledge of customer service principles and best practices. Knowledge of call center operations and telephone systems. Ability to communicate professionally with diverse populations. Strong interpersonal and conflict resolution skills. Ability to remain calm under pressure and de-escalate challenging situations. Strong attention to detail and accuracy. Ability to learn and apply agency policies, procedures, and housing program requirements. Ability to work independently and collaboratively within a team environment. Strong problem-solving and critical thinking skills. Ability to manage multiple priorities while maintaining quality and efficiency. Ability to maintain professionalism when handling confidential or sensitive information. Technology Proficiency Microsoft Office Suite (Word, Excel, Outlook) Microsoft Teams Yardi or similar housing/property management software Multi-line telephone systems Data entry and customer relationship management systems Internet research and web-based applications Basic office equipment including copier, scanner, and printer Core Competencies Customer Focus Professionalism Communication Accountability Teamwork and Collaboration Problem Solving Adaptability Time Management Attention to Detail Integrity and Confidentiality Dependability Conflict Resolution Service Excellence Working Conditions Work is primarily performed in an office environment. Frequent interaction with residents, applicants, landlords, vendors, and the general public. Regular exposure to individuals experiencing stressful or emotional situations. Requires prolonged periods of sitting and computer use. High-volume call environment with frequent interruptions and changing priorities. Occasional overtime may be required to meet operational needs. Physical Requirements Ability to sit for extended periods while answering telephone calls and utilizing a computer. Frequent use of hands and fingers for keyboarding and data entry. Ability to communicate effectively in person and over the telephone. Ability to read computer screens and printed documents. Occasionally lift and carry office materials weighing up to 20 pounds. Ability to bend, reach, stoop, and move throughout the office as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Disclaimer: This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign other duties as organizational needs require.