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 able to speak and act knowledgeably about the full range 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. Actively participates in the office’s programs outside the office.
Provides a broad range of administrative and technical support functions associated with community outreach initiatives and programs within the assigned discipline.
Utilizes proficient skills to support in resolving various types of customer complaints and analyzing customer service trends.
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 general information concerning community outreach programs, standards and/or procedures.
Provides technical assistance to foster local public/private partnerships to achieve community goals.
Coordinates customer service correspondence for the office.
Establishes and maintains current customer service desktop databases, as well as other inner/outer information office databases.
As directed, ensures 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 Knowledge of a wide variety of agency operating programs, community outreach activities.
Ø An 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 Skill in communicating orally and basic writing techniques.
Ø Skill in the use of tact, discretion and diplomacy to deal with a variety of diverse individuals and situations.
Ø 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 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 significant 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.
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.
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.
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.
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.
The purpose of the contacts is to exchange information between the agency and its customers on HUD services, and to provide assistance to senior staff in recommending efficient ways to achieve organizational objectives with dealing in community outreach initiatives.
The work is sedentary in nature and does not require any special physical demands to perform the work.
The work is performed in a typical office setting.