Customer Service Supervisor (Ops Support) presso Opportunity Home San Antonio, TX

About the Department

The Customer Service Supervisor exercises independent judgment in the performance of client service duties.  This is an entry-level management position that is responsible for assisting with the formulation, development, direction, and administration of client service activities of the Operations Support department. The Customer Service Supervisor works with residents, staff, individuals, and groups to explore and assist in determining options to help resolve conflicts, problematic issues, or concerns for the Federal Housing Programs through education and training with residents and staff and in collaboration with other departments. Routinely interacts and works with clients and landlords of diverse backgrounds. 

Position Duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained. 

• Confers with clients and landlords daily and resolves client concerns regarding housing assistance, policies, and procedures. 

• Responds to questions, complaints, and concerns in the workplace in a confidential and informal manner. 

• Establishes excellent customer service for internal and external customers at all times. 

• Resolves and updates all customer service inquiries/issues received for the Assisted Housing Programs (AHP) and Public Housing (PH) departments and reports in the centralized Lighthouse Management system.

• Reviews all reports of VAWA cases to ensure clients receive the support required and vouchers are issued timely.

• Monitors the NEMO-Q system is functioning properly throughout the day, submits all requests for new employee access, and maintains an inventory of assigned and active workstations utilizing the NEMO-Q system.

• Verifies Opportunity Home forms distributed to clients in the lobby are current and readily available.  

• Conducts research and responds to all Open Records requests assigned to AHP and PH.

• Provides information and assistance to agency employees or the public; investigates complaints and communicates with various groups on behalf of individuals with grievances, disputes, claims, or inquiries. 

• Observes principles of fairness, equity, and reasonableness in Opportunity Home personnel’s duties and interactions when serving as an Opportunity Home representative. 

• Assists program participants with notary services and reviews requests for authorization of voucher extensions.

• Oversees incoming mail for Operations Support and Assisted Housing Programs, ensuring each piece is properly recorded in the computer system.

• Evaluates Customer Service staff to ensure staff are regularly observing training and procedures.  

• Moderates customer satisfaction surveys to regulate staff in achieving acceptable scores. 

• Monitors processes and workflow, and recommends process improvements to create efficiency. 

• Maintains informational brochures and documents on the services provided by the Assisted Housing Programs for clients. 

• Retrieves and updates information from Opportunity Home computer systems. 

• Oversees the schedules of client appointments to ensure timeliness and accuracy.  

• Manages the department's file room and maintains client files in accordance with privacy laws and regulations, and sensitive and personal information as it relates to staff and clients with the utmost professionalism and integrity.

• Supervises lobby and staff work areas to ensure they remain neat, safe, and conducive to a positive and productive work environment. 

• Develops a reporting system to ensure statutes of resolutions are well documented and communicated through the appropriate chain of command, consistent with timeliness and expectations.  

• Promotes the best interest of Opportunity Home using the tools of reasonableness, fairness and compassion with a client and employee focus. 

• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees. 

• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.

• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustees, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.

• Employees are expected to use Generative AI solutions ethically and responsibly.

• Other duties as assigned.

All supervisors: 

• Lead, motivate, engage, and retain employees by: 

  • Setting goals for performance and deadlines that comply and conform with the company’s plans and vision.

  • Organizing workflow and ensuring employees understand and are trained on their duties or delegated tasks.

  • Monitoring employee productivity and providing constructive feedback and coaching

  • Ensuring alignment across various procedures. 

This position requires the incumbent to exhibit the following behavioral skills

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.

2. Leadership | Provides direction to people and/or projects by clearly and effectively setting course of action for the assigned department staff and tasks; manages the planning, execution, and achievement of assigned department goals.

3. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

4. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.

5. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning.  Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.

6. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization’s team building events.

7. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Minimum Qualifications

Education

Required

• Two years of college with coursework in business administration, psychology, sociology, social services, or a related field at an accredited college or university.

  • An additional four (4) years of experience in a Call Center or Customer Service environment may be considered in lieu of educational requirements.

Experience

Required

• Two (2) years experience in a call center or customer service environment.

• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable. 

• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience 

• Ability to learn cloud technologies such as LucidChart for diagram, workflow and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Housing Choice Voucher Specialist Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Public Housing Specialist Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Housing Choice Voucher Manager Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Public Housing Manager Certification must be completed within 18 months of employment and no more than three attempts to pass certification.

• Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.

• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• Understands the agency's Mission, Vision, and values and directs work within these guiding principles and operational framework.

• Intermediate working knowledge of computer software, including Microsoft Office, Google Suite,  and Mail Merge, with the ability to learn new software applications.

• Ability to handle trouble inquiries including hardware upgrades, local software installs, printer, scanner, and other peripheral installs. 

• Strong skills in maintaining effective working relationships with co-workers, supervisors, and the general public. 

• Ability to follow verbal and written instructions and communicate effectively in writing and verbally. 

• Knowledge of client service principles, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. 

• Ability to make strong decisions in ambiguous situations necessary to interface with clients. 

• Understanding of basic reading and writing skills and mathematics.

• Skill in assessing and prioritizing multiple tasks, projects, and demands with excellent problem-solving and organizational skills while meeting established deadlines.  

• Skill in reading, interpreting, and applying HUD rules and regulations and Opportunity Home policies and procedures. 

• Ability to work independently and in a team and apply leadership, decision-making, and conflict-resolution skills.

• Skill in leadership, problem-solving, decision-making, conflict management, and interpersonal management.

• Skill in interpreting and applying statutes, rules, codes, and regulations. 

• Skill in analyzing problems and determining appropriate courses of action.

• Ability to work with a diverse population. 

• Ability to project a professional image at all times. 

• Ability to work in a fast-paced environment.  

• Knowledge of influencing interviewing skills and techniques. 

• Ability to work under minimum supervision. 

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Environment

• The noise level in the work environment is usually moderate.

• High level of interaction with external/internal clients.

• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs. 

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events. 

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an “undue hardship” on the operation of the employer’s business.

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.  

Equal Employment Opportunity Statement 

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.