Currently Hiring: Customer Experience Assistant

Job Title: Customer Experience Assistant
Department: Office of the CEO
Reports To: Special Assistant to the CEO
FLSA: Non-Exempt 
Effective: March 27, 2023

Position Summary:

As a Moving to Work (MTW) Expansion Agency under the Landlord Incentives Cohort #3, this position will report to the Special Assistant to the CEO. The Customer Experience Assistant is responsible for performing and coordinating administrative secretarial and clerical activities - storing, retrieving, and integrating information for dissemination to the Special Assistant to the CEO, managers within the department, support staff, and other C-Suite senior leadership and mid-management throughout DH and its instrumentalities. The position also provides administrative support for the Office of the CEO and customer service for the entire PHA. 

Major Responsibilities:

The statements here reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skills typically required, and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or balance the workload. The position description complies with the American Disabilities Act (ADA). 

1. Serves as the point of contact for walk-in traffic and granting access to the building; needed to schedule meetings and appointments, organize, and maintain paper and electronic files, manage projects, conduct research, and provide information via the telephone or postal mail and email. 
2. Help applicants, residents, landlords, and other customers as they enter the building and if they need assistance in the community lab. 
3. Helps prepare resolutions for the Board of Commissioners for policy updates or other essential matters for other leadership divisions. 
4. Acts as customer contact, answering routine questions regarding services, events, procedures, and policies or referring inquiries to appropriate staff. 
5. Maintains monthly reports and sorts of data to use in program evaluations and statistical data collections; maintains effective and accurate comprehensive filing systems that provide a quick-reference database of records and DH and its instrumentalities forms including, but not limited to, correspondence, reports, contracts, HUD regulations, staff records, and required statistical and financial information. 
6. Releases information according to company policies and procedures; audits files at specific intervals to purge outdated or unnecessary items and ensures the confidentiality of records. 
7. Organizes workflow by reviewing correspondence and determining importance before distributing to or redirecting to appropriate management when immediate feedback or response is required. 
8. Prepares and electronically files a variety of complex, sensitive, or routine correspondences such as memos, letters, articles, reports, proposals, charts, reports, etc., from drafts or verbal instruction; prepares and processes traditional forms documents an responds to inquiries, etc. following standard procedures. 
9. Greets and directs visitors, residents, and applicants to the appropriate staff, answers questions, and directs telephone calls.   
10. Prepares documents, assembles packets of statistical data as requested, receives, sorts, processes incoming mail, and completes special projects as needed. 
11. Maintains a current listing of required reports and due dates.  
12. Sends email reminders to staff based on due dates. Notifies the management staff when the due dates still need to receive the required pieces. 
13. Attends and participates in meetings, conferences, community meetings, and training as requested or required. 
14. Complies with all agency policies and procedures, HUD, and other federal, state, and local regulations and statutes. 
15. Deals with the general public in providing information about DH and instrumentalities and its programs and activities;  
16. Coordinates with other divisions and departments of the DH and its instrumentalities, including departments of the municipal government and with federal, state, and quasi-public agencies, consultants, elected officials, and supervisors;  
17. Schedule meetings, issues surveys, and other communication methods with the community and employees. 
18. Attends community and employee meetings to identify, initiate and deepen relationships with internal and external stakeholders. 
19. Notarizes various documents when called upon as appointed Notary. 
20. Undertakes and performs other work-related duties and special projects assigned by the Special Assistant to the CEO, CHO, COO, & CEO, including research, evaluation, analysis reporting, recommendation, problem resolution, and internal and external communications to support strategic goals as required. 

Certificate, License: 

Valid driver's license. 

Required Education and Experience: 

Must have a high school diploma and at least four (4) years of secretarial, administrative, or customer service experience. 

Preferred Education and Experience:   

Prefer at least two (2) years of college or an associate degree from an accredited college or university with a concentration in Secretarial Science, Business Administration, or a related field of study. 

Abilities, Knowledge, Skills: 

• Ability to handle sensitive and confidential information skillfully and ethically. 
• Knowledge of business English, grammar proficiency, and excellent communication skills (verbal & written). 
• Knowledge of report preparation, techniques, and procedures and demonstrated ability to prepare and evaluate professional and technical reports and other required documents. 
• Knowledge of terminology required within Public Housing, Affordable Housing, or Nonprofit Housing general research techniques, office procedures and policies, business communication, organization, management, filing, and knowledge of using necessary office equipment. 
• Knowledge of a Public Housing Agency (PHA). 
• Knowledge of the PHA's purposes, policies, and regulations established by the Board of Commissioners. 
• Skill in telephone techniques, interaction with the public and various public officials, and maintaining a high degree of confidentiality. 
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.   
• Ability to write routine reports and correspondence.   
• Ability to speak effectively before groups of customers or employees of the organization. 
• Ability to add, subtract, multiply, and divide into all units of measure using whole numbers, common fractions, and decimals.  
•  Ability to compute rate, ratio, and percent and draw and interpret bar graphs. 
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.   
• Ability to deal with problems involving a few concrete variables in standardized situations. 
• Ability to carry out duties reliably and predictably. 

Supervision: 

None