Customer Relations Specialist

• THDA Division: Section 8 Rental Assistance
• Number of Openings: 1
• Salary Grade: J
• Monthly Salary Range: $3,595
• FLSA Classification: Non-Exempt

APPLICATION DEADLINE IS Friday, October 10, 2025 AT 11:59PM

Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons.

POSITION SUMMARY:  Provides support to Field and Central Office Operations as well as prospective and current program participants and owner/agents who contact THDA via telephone and/or email customer support with a variety of issues related to the Housing Choice and Project Based Voucher Programs. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

• Answers telephone calls for the Section 8 Housing Choice Voucher and Project Based Voucher programs, Answers multi-line telephone system, determines caller’s needs cataloging formal complaints, and accurately routes to the appropriate program area staff member. Updates THDA system(s) of record to view participant and owner/agent information to document calls. Raises heightened awareness to supervisor when necessary.

•  Keeps apprised of program changes through cross-training and study of THDA Administrative Plan, THDA website, and other identified sources of information.

• Provides related customer service to current and prospective owners/agents, Federal Housing and Urban Development (HUD), government officials,  participants , and applicants of the Section 8 Rental Assistance Housing Choice and Project Based Voucher program including instruction and guidance in use of THDA’s application and documentation portal, Yardi.

• Assists program participants and owner/agents s client central portal account registration and password resets.

• Performs additional administrative duties as assigned to support the Divisions overall objectives.  

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

 Education and Experience:

• High school diploma or equivalent GED.

• Two years of experience working in a business environment working with the public. Related working experience in a housing related industry  is preferred. Working experience associated with the Housing Choice Voucher program is highly preferred.

• Experience working with Microsoft Office 365 to include Word, Excel and Outlook is required.

 The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

Knowledge, Skills, Abilities, and Competencies:

• Excellent telephone etiquette.

• Excellent verbal and written communication skills.

• Ability to accurately perform data entry.

• Strong interpersonal skills.

• Builds and maintains positive relationships with internal and external constituents.

• Ability to effectively plan and organize a large workload; accepts procedural change.

• Maintains high level of confidentiality.

• Strong organizational and time management skills; uses time effectively; consistently meets deadlines.

• Documents regularly, thoroughly, accurately, and completely with a high level of detail.

• Ability to read and accurately interpret regulations and policies such as those contained in HUD manuals, guidebooks, handbooks, and issued notices.

• Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.

• Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Special Demands:

 The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.

• Ability to hear and speak on a telephone.

• Ability to use a telephone headset for extended periods of time.

• While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.

• The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. 

BENEFITS: THDA offers an excellent benefits package including medical, dental, vision, and life insurance options; disability insurance; retirement plans; flexible benefit pre-tax accounts for medical, dependent care, transportation, and parking; annual leave and sick leave that begin accruing after the first month of employment; and 11 paid holidays per year.  

EQUAL OPPORTUNITY/EQUAL ACCESS/AFFIRMATIVE ACTION EMPLOYER
APPLICATION MUST BE COMPLETE AND RESUME ATTACHED FOR CONSIDERATION