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CVR is seeking a Moves Coordinator to assist low-income families and individuals, which may include homeless, elderly, or disabled patrons, navigate the process of securing affordable housing and improved living conditions to further their goal of self-sufficiency. The Moves Coordinator is responsible for providing the most efficient path forward for all clients, including landlords/owners, for providing entry to the office, and for operating client service systems. This individual will also be responsible for assisting clients with accessing the client service kiosk, gathering information to answer inquiries, and assessing all steps in the HCV process. This position is critical to building and sustaining a positive service experience for the organization’s clients, and as such, the Moves Coordinator must be able to demonstrate exceptional customer service and communication skills.
Duties
Determine walk-in customer’s specific service needs upon entry to the office and routing them appropriately
Approach interactions with customers in an amicable, transparent, and non-confrontational manner.
Expedite customer inquires and requests to Tenant Services staff via CVR SharePoint
Provide detailed information to voucher holders and landlords/owners regarding information necessary for the recertification, interims and moves processes, and inspections
Adress landlord/tenant issues and take necessary steps for resolution
Submit requests for changes in family composition, changes in income, reasonable accommodation, and requests to move between units
Document all comments into internal systems (i.e., Yardi and SharePoint systems
Receive drop-off documents, print receipts, notate Yardi Memos, and upload them to SharePoint document tracker
Assign records for walk-in specialist via SharePoint
Provide assistance and guidance upon request to Participants and Owners on web portals, websites, and other computer programs that provide direct service to Housing Choice Voucher clients
Accurately answer questions about the varying aspects of the program and/or the participants’ status in the program
Direct non-program related questions to the appropriate department and/or part
Effectively communicate in oral and written forms
Adapt to continued change in policy, protocol, and procedures
Enter data into the company’s internal system(s) that accurately reflects questions/issues raised by clients to the HCV Program and document the information given with the status/resolution of the issue at hand
Other duties as assigned
Applicable Skills and Abilities
High-level professionalism and customer service skills
Ability to adapt to a constantly changing work environment
Ability to effectively write letters, maintain documentation, and accurately complete required forms
Computer knowledge and proficiency in all areas of Microsoft Suite
Exercises sound and ethical judgement when acting on behalf of CVR
Education and Qualifications
High school diploma or GED required
3-5 years of client service experience required
High-volume call experience preferred
Client information software (Yardi, Salesforce, SharePoint, etc.) required
Knowledge of public sector housing authority programs and systems is a plus
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