Customer Service Center Supervisor

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Job Code: PD20-03
Posted On: Wednesday, 22nd January 2020
Department: Housing Resources
Location: Gaithersburg Customer Service Center
Job Type:
Full Time
Education: 4 Year Degree
Pay Rate: Grade 22 - Minimum - $54,842

Job Description:

Will be responsible for improving the methods of providing services to clients, recommend changes, and implement guidelines and procedures to address changes in regulations, technology, and workforce. The work involves the management and direction of professional union employees in a wide range of processes and methods. The Customer Service Supervisor will be responsible for managing and addressing the needs of staff and clients at the service center. The Customer Service Supervisor has a direct impact on the quality of the service provided to clients, landlords, staff and community.   Will review and evaluate the effectiveness of the Center by making recommendations for new policies and procedures.  Will assign, manage and monitor, under the guidance of the Director, the implementation of HOC policies and procedures for placement and recertification of families which include but are not limited to; certifications, interims, rent increases, terminations and quality control reviews. Will manage and consistently improve the delivery of customer service throughout the Center.

Preferred Skills:

  • Requires a Bachelor’s degree in Business, Social Service, Public Administration/Management or related field.
  • Requires a minimum of 2 years of progressive experience in subsidized housing.
  • Requires a minimum of 2 years of direct supervisory experience preferably in a housing environment.
  • Supervisory experience in a union environment preferred.
  • Knowledge of Federal, State and local laws and regulations pertaining to subsidized housing programs needed.
  • Knowledge of the Housing Choice Voucher, Public Housing and/or other affordable housing programs required.
  • Must have knowledge of the principles and practices of supervision, administration and management and knowledge of Federal, State and local laws and regulations to administer the Housing Choice Voucher Programs
  • Excellent interpersonal skills & the ability to deal with people tactfully & effectively.
  • Must possess excellent written & oral communication skills.
  • Must be proficient in MS Office Suite.
  • Will supervise, encourage and motivate staff.