Call Center Specialist Job at Southern Nevada Regional Housing Authority
Southern Nevada Regional Housing Authority Las Vegas, NV 89122
Position Title: Call Center Specialist
External/ Internal Posting
Announcement No.: 23-011
SOUTHERN NEVADA REGIONAL HOUSING AUTHORITY
DEPARTMENT: Information Technology OPENING DATE: Monday, March 6, 2023
PRE-EMPLOYMENT DRUG TESTING & BACKGROUND CHECK REQUIRED: Satisfactory results of the pre-employment drug test and background check are required. M arijuana is on the restricted list under Federal guidelines even though it is legal in Nevada. SNRHA is a Federally funded employer.
DESCRIPTION OF DUTIES: Under direct supervision of the IT Manager, this position processes and tracks requests for service and work orders for public and affordable housing properties; updates files and computer database according to SNRHA policies and procedures, assures the accuracy of the filing systems, and provides excellent customer services to residents. The duties listed below illustrate the various types of work performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position.
SUPERVISION EXERCISED: No direct supervision.
Take calls from residents, employees, contractors, and others; collect client information and service request details, and generate a work order for maintenance and repairs; provide information and assistance to clients; respond to requests for information within the scope of authority.
Provide superior customer service when residents experience issues and problems.
Review service requests and apply proper service codes and location information to work orders; accurately enter and verify data input into the computer.
Categorize and prioritize work orders in compliance with SNRHA rules, regulations, and procedures.
Contact maintenance service providers as authorized; dispatch maintenance staff according to urgency standards.
Assure proper processing of work orders; close out completed work orders upon completion; audit work orders for accuracy, and completeness.
Collect and summarize data and generate periodic reports; compile, update, and maintain statistical information, reports, and related documents; coordinate a variety of administrative activities and report processing.
Create, update, and track a variety of electronic and paper files, records, reports, logs, and related documents; enter reports, requisitions, fixed assets, and other data into the computer systems; access and locate information for customers, staff, agencies, and others.
Work overtime as needed.
Adhere to the confidentiality standards of the Privacy Act of 1974, {U.S.C. § 552A} as amended.
MINIMUM REQUIREMENTS: Applicants must possess the experience and education defined below which has equipped them with the particular knowledge, skills, and abilities to successfully perform the duties of the position.
Education: High School diploma or GED.
KNOWLEDGE/SKILLS/ABILITIES:
- Knowledge of SNRHA policies and procedures, and technical databases.
- Knowledge of Public housing program regulations and occupancy issues.
- Knowledge of basic household maintenance needs for single-family homes and housing facilities.
- Knowledge of principles of record keeping and records management.
- Knowledge of English usage, spelling, grammar, and punctuation.
- Knowledge of telephone and office etiquette principles and practices.
- Ability to interpret and apply Housing Authority programs, policies, and procedures.
- Ability to Operate modern office equipment including Microsoft Office and other specified software applications.
Motor Vehicle Operator Identification: Selectee must; (1) possess or can obtain a valid Nevada Driver's License, and maintain licensure for the duration of employment, (2) have a safe driving record.
EVALUATION AND SELECTION FACTORS: Applicants who meet the minimum requirements defined above will be further evaluated. Applicants who do not meet the minimum requirements defined above will not be considered for this position.
Equal Opportunity Employment Policy: SNRHA is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. SNEHA has established and adopted an Equal Employment Opportunity and Affirmative Action Policy. The Agency will not discriminate and will not tolerate discrimination based on race, gender, sexual orientation, marital status, age, religion, color, creed, national origin, ancestry, genetic characteristics, veteran or military status, disability, domestic violence victim status, or any other factor prohibited by applicable state, federal, or local law. This policy applies to all terms, conditions, and privileges of employment including recruiting, hiring, initial periods of employment, job assignments, training and development, promotion, transfer, compensation, benefits, educational assistance, layoff and recall, social and recreational programs, termination, and separation.
HOW TO APPLY: All interested candidates must complete an Employment Application, with an updated resume attached. Applicants can visit www.snvrha.org, then click on the careers tab to complete an Employment Application. An incomplete Employment Application and/or failure to meet the minimum requirements listed above will result in disqualification. Additional information will not be accepted after the closing date. Applications must be received in the Human Resources Department by 6:00 p.m. on the closing date. Applications become the property of the Housing Authority and will not be copied or returned. The closing date may be earlier than listed based on several applications received.
Notice to Disabled Applicants: Contact the Human Resources Department to request accommodation.
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