RECEPTIONIST

Essential Duties and Responsibilities

• Greet and assist clients, visitors, vendors, and applicants in a friendly and professional manner.
• Provide general information to Section 8 applicants, public housing tenants, landlords, and the general public regarding eligibility, application processes, and program policies.
• Accurately document all customer interactions, complaints, requests, and follow-up activities within the LMHA system of record (Yardi).
• Verify and update customer demographic and contact information.
• Perform data entry while maintaining a high level of accuracy.
• Manage appointment log and calendar
• Ensures that proper forms and applications are available to clients and applicants.
• Answer questions about the housing authority, direct people to resources on the website or connect them with appropriate staff.
• De-escalate difficult or emotionally charged situations while maintaining professionalism and providing excellent customer service.
• Collaborate with program staff to ensure smooth client interactions and timely responses to inquiries.
• Ensure the reception area is tidy, organized, and welcoming at all times.
• Work with the office services team to ensure supplies are stocked, and the Housing Authority offices are welcoming and have everything needed to ensure success.
• Meet established performance standards related to service quality, productivity, attendance, and customer satisfaction.
• Maintain confidentiality of resident, applicant, landlord, and agency information.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent; some college coursework or administrative training preferred.
• Minimum of 1-2 years of experience in an office or customer service role, preferably in a public housing or social services setting.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new software programs.
• Strong organizational skills and the ability to multitask effectively in a busy office environment.
• Attention to detail and the ability to maintain confidentiality and handle sensitive information.
• Ability to interact professionally, with tact and diplomacy, with a diverse population of clients and staff.
• Must be a team player, professional, and willing to contribute to the success of the office as needed.

Experience

• Minimum two (2) years of customer service experience in a high-volume environment.

• Previous experience working in a call center, government agency, housing authority, social services, healthcare, or public service organization is preferred.

• Experience utilizing customer relationship management (CRM) or housing management software is preferred.

• Experience handling difficult customer interactions while maintaining professionalism.

Preferred Qualifications

• Knowledge or experience in affordable housing, Section 8, or related government programs.
• Experience working with low-income populations or in a nonprofit or government setting.
• Familiarity with basic office equipment.

Knowledge, Skills, and Abilities

• Knowledge of customer service principles and best practices.

• Ability to communicate professionally with diverse populations.

• Strong interpersonal and conflict resolution skills.

• Ability to remain calm under pressure and de-escalate challenging situations.

• Strong attention to detail and accuracy.

• Ability to learn and apply agency policies, procedures, and housing program requirements.

• Ability to work independently and collaboratively within a team environment.

• Strong problem-solving and critical thinking skills.

• Ability to manage multiple priorities while maintaining quality and efficiency.

• Ability to maintain professionalism when handling confidential or sensitive information.

Technology Proficiency

• Microsoft Office Suite (Word, Excel, Outlook)

• Microsoft Teams

• Yardi or similar housing/property management software

• Multi-line telephone systems

• Data entry and customer relationship management systems

• Internet research and web-based applications

• Basic office equipment including copier, scanner, and printer

Core Competencies

• Time management

• Customer Focus

• Professionalism

• Communication

• Accountability

• Teamwork and Collaboration

• Problem Solving

• Adaptability

• Time Management

• Attention to Detail

• Integrity and Confidentiality

• Dependability

• Conflict Resolution

• Service Excellence