Customer Assistance Coordinator

Harris County Housing & Community Development provides life-enhancing projects and programs to residents of Harris County.

Our services include spurring community investment through the provision of homebuying programs partnering with community members and housing developers to build diverse housing options that uplift communities and offer other assistance that support community building.

Customer Assistance Coordinator Overview:

The Customer Assistance Coordinator is responsible for fielding telephone inquiries from customers to identify their needs and make call transfers and referrals as needed manage databases handle complaints interpret department policies and assist callers with all department programs and services.

The Customer Assistance Coordinator is expected to follow the managers instructions carry out assignments efficiently and have strong verbal and written communication abilities.

Duties & Responsibilities:

• Processes registrations for accuracy and provides technical support for clients using the on-line application to add funds create accounts check balances and any other additional support through our online services.

• Provides telephone communications with clients to explain Program eligibility and guidelines.

• Assists with providing mobility management and scheduling client trips as requested; provide assistance with Mobility Links and all Partner agencies.

• Supports outreach coordinator and attends outreach events throughout the HCT service area as requested.

• Coordinates the mailing of applications to clients on an ongoing basis as requested; process credit card and money order payments.

• Creates graphs charts and display media for reports and public events. Also accurately collects and maintains transit operational statistics data for federal state and local reporting.

• Enters client profile information in the program management addition manages the database and performs data entry using RIDES web-based electronic fare card and customer database system.

• Provide Mobility Management to meet the transportation needs of all clients including external coordination with all Regional Transportation Agencies.

• Other duties as assigned.

• This Job Description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this position.

• Management may at its discretion assign or reassign duties and responsibilities to this job at any time.

Harris County is an Equal Opportunity Employer
you need special services or accommodations please call or email .
This position is subject to a criminal history check. Only relevant convictions will be considered and even when considered may not automatically disqualify the candidate.

Education:

• High School Diploma GED or equivalent

Experience:

• Two (2) years of directly related experience.

Licensure:

• Valid Drivers License (Texas upon hire)

Knowledge Skills and Abilities:

• Excellent organizational skills.

• Strong verbal and written communication abilities.

• Excellent time management and planning skills.

• Working knowledge of Microsoft Outlook Excel Word PowerPoint and Google Earth.

• Ability to collaborate with a diverse team.

• Ability to work independently with strong problem-solving skills.

• Ability to read and interpret regulations of the administered programs including but not limited to Community Development Block Grant (CDBG) funds 5310 Enhanced Mobility for Seniors and Individuals with Disabilities and 5307 Urbanized Area and Passenger Ferry in Urbanized Area FTA grants.

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NOTE: Qualifying education experience knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation butONLY information stated on the application will be used for consideration. See Resumewill not be accepted for qualifications.

• Bilingual in Spanish preferred

Position Type and Typical Hours of Work:

• Full-Time Grant-funded

• Monday - Friday 8 a.m. - 5 p.m.

• Weekends and Evening when required.

Work Environment:

• This position is based in an office environment where the use of standard office equipment such as computers phones scanners and filing cabinets is routine.

• Occasionally required travel to training events or meetings.

Physical Demands:

• This is primarily a sedentary role; however working with files is required.

• This would require the ability to lift up to 10 pounds and bend and stand as necessary.

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.