CUSTOMER SERVICE REPRESENTATIVE
This position is located in various offices within the immediate office of the Regional Director and/or Field Office Director. The incumbent serves as the face and voice of the agency in communities across America and is the first point of contact for HUD’s customers and the department. The incumbent functions as a generalist who is generally knowledgeable of HUD services.
The incumbent performs the following functions under the guidance of the Regional Directors, Field Office Directors, or their delegated designee:
Receives, schedules, refers and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to the general public. Regularly involved in high level contacts with visitors and callers from such organizations as: congressional offices, members of the news media, state and local officials, high ranking officials in the field or industry, public action groups, attorneys, presidents or major national or international firms or organizations, and/or leading representatives of foreign governments. Participates in the office’s programs outside the office.
As directed, provides a broad range of administrative and technical support functions associated with community outreach initiatives and programs within an assigned discipline.
Provides support in resolving customer complaints.
Assists in the coordination of updating community profiles.
Assists in the coordination of integrated service plans for locations.
As directed, performs community research and analysis and develops information concerning community outreach programs, policies, regulations, standards and procedures.
Coordinates customer service correspondence for the office.
Utilizes customer service desktop databases, as well as other inner/outer office databases.
Assists in ensuring that timecards and other automated documents are prepared accurately to meet the standards and deadlines established by the Department; maintains and processes time and attendance records for the staff.
Performs other related duties as assigned.
Ø Basic knowledge of a variety of agency operating programs, community outreach activities.
Ø Basic understanding of business industry practices, trends, policies, and concepts, in order to assist Operations Officers/Specialists in providing advisory services to HUD customers and other program officials.
Ø Basic ability to communicate orally and in writing.
Ø An understanding of the use of tact, discretion and diplomacy to deal with a variety of diverse individuals and situations.
Ø Basic skill in operating office equipment such as a typewriter, personal computer, fax machine, photocopy machine, and the software/electronic mail applications associated with those machines.
The incumbent reports to and works directly with the Regional Director, Field Office Director, and/or the Operations Officer/Specialist, who provides close supervision, continuing or individual assignments by indicating what is to be done, limitations, and quantity expected, deadlines, and priority of assignments. The incumbent uses initiative in carrying out recurring assignments with limited instructions, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or assistance. The supervisor assures that the completed work is technically accurate in compliance with established procedures.
FACTOR 4. GUIDELINES (factors are incorrectly numbered. In the original, #3 is missing)
Incumbent is guided by oral instructions, laws, and basic guidelines concerning HUD administrative and programmatic policy statements, regulations, instructions, as well as Departmental memorandum governing the operations of the work unit, as well as recognized techniques or procedures and methods of analyzing community problems and initiatives.
FACTOR 5. COMPLEXITY
The work is concerned with the required assistance in gathering and analyzing various steps, processes, and methods to be applied within the scope of single projects, community resources issues. The decisions regarding what needs to be done involve various choices that require the incumbent to recognize the existence of a few easily recognizable situations.
FACTOR 6. SCOPE AND EFFECT
The purpose of the work is to ensure that the mission of the Department and objectives of the Regional Director and Field Office Director are met within the outreach programs’ guidelines. The work involves the execution of specific rules, regulations, or procedures and comprises a complete segment of an assignment or project of broader scope.
FACTOR 7. PERSONAL CONTACTS
The personal contacts are with members of the general public, staff members, and other federal agencies and staff of community management officials. Contacts are established on a routine basis and are made by telephone, email, or in person.
FACTOR 8. PURPOSE OF CONTACTS
The purpose of the contacts is to exchange factual information between the agency and its customers on HUD services.
FACTOR 9. PHYSICAL DEMANDS
The work is sedentary in nature and does not require any special physical demands to perform the work.
FACTOR 10. WORK ENVIRONMENT
The work is performed in a typical office setting.