Customer Service Rep.

Unit: Teamster

Department: Operations

Grade: 5

Salary Range: Starting Salary: $48,154.89

Posting Date: Friday, June 21, 2024

Application Deadline: Friday, July 5, 2024

Application Procedure:

Please submit a cover letter and resume detailing your qualification. No phone calls or letters. Submit your resume, cover letter, and any additional materials to JOBS@bostonhousing.org. Deadline: Friday, July 5, 2024. Please be sure to identify the position you are applying for.

General Description:

ABOUT US:
Boston Housing Authority (BHA) fosters sustainable communities by providing quality affordable housing, bringing stability, opportunity, and peace of mind to thousands of low and moderate-income families across Greater Boston and the City of Boston as a whole. As the largest provider of affordable housing in Boston, one of the most expensive cities in the country, BHA understands housing as a crucial platform for individual, household, and community stability. Through its Public Housing communities and Section 8 rental assistance programs, BHA provides housing assistance and services to more than 58,000 low and moderate-income households, including families with children, older adults, and individuals with disabilities. In all aspects of our operations, internally and externally, BHA is committed to breaking down the barriers to racial equity and justice in housing and related fields that disproportionately impact Black, Indigenous, and people of color (BIPOC) communities.

DIVERSITY AND INCLUSION: 
As a proud to be an Equal Opportunity Employer, qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, physical or mental disability, genetic information, sexual orientation, gender identity, gender expression, marital status, and military and veteran status, or any other basis protected by local, state or federal law. To the greatest extent possible, it is the policy of BHA to give preference in employment to BHA residents, leased housing residents, and low-income persons. As a housing authority, we recognize the historical role that residential racial segregation has played in the City of Boston. The BHA of today and in the future will actively address and dismantle barriers to becoming a diverse, equitable, and inclusive city.

ABOUT THE JOB: 
The Customer Service Representative shall serve as a front-line point of contact for clients seeking to communicate with the BHA and utilize its programs. All incoming inquiries will be tracked through BHA’s system to ensure the prompt and accurate delivery of customer service. The Customer Service Representative shall also support the operational needs of the agency, handling incoming and outgoing mail, appointment scheduling and uploading documents to the electronic filing system.

Duties & Responsibilities:

• Ensures that incoming mail is scanned and routed appropriately through the BHA’s electronic document system.

• Updates the electronic document filing system as necessary and assists in converting paper files and documents to electronic.   

• Prepares regular mailings and letters on behalf of the Leased Housing and Admissions departments. 

• Creates customer service tickets on behalf of clients seeking BHA services. 

• Provides timely responses to assigned customer service inquiries and closes tickets.

• Assigns customer service issues appropriately to those inquiries that require caseworker or supervisor intervention. 

• Answers the main telephone lines during BHA business hours and provides customer service.  

• Greets clients as they come into the building and directs them to the appropriate department or provides the necessary information. 

• Performs other related customer service duties as required.

Minimum Qualifications & Experience:

High school diploma or GED required. Three or more years of clerical experience and superior clerical skills, including typing, data entry and filing. Computer skills are required. Capacity to perform simple mathematical calculations, quickly and accurately. Good communication skills and ability to relate to persons of various races, ethnicities, and age groups. Fluency in a language other than English is highly desirable.
 

BHA BENEFITS:
BHA's generous benefits package includes 14 paid holidays, 3 personal days, 2 weeks of vacation, 3 weeks of paid sick leave, MBTA discount, participation in the City's pension plan, and healthcare through the Commonwealth, and much more.