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Customer Services Manager
Position Description CGI Federal's Housing Sector team that partners with public housing authorities (PHAs) and the U.S. Department of Housing and Urban Development (HUD) to assist in the provision of affordable housing has an opening for a Customer Services Manager located in Columbus, Ohio. This is an opportunity to join an energetic team with a collaborative management group and work with affordable housing providers. New team members receive in-depth training to prepare them for their role. Additional training and professional development opportunities are also available for both the affordable housing industry and general business skills. The Customer Services Manager position is responsible for providing all phases of customer services including management of all call center operations, landlord services, tenant mobility services, community relations and office management. This position takes the lead developing department strategic plans, processes, forms, and other tools as necessary.Your future duties and responsibilities Responsibilities will include overseeing the daily operations of the customer services department. The Customer Services Manager will work closely with other departments to develop an understanding of internal and external stakeholder communications and department operations in compliance with applicable federal, state, and local regulations and in accordance with community development, affordable housing, and service coordination best practices. Other duties may be assigned.Customer Service Call Center and Office Management: Oversee the day to day operation of the Columbus, Ohio office in both the lobby and call center to ensure service excellence. Lead and enforce Authority-wide customer services initiatives and standards. Review and coach team on calls and customer interactions to achieve high levels of service. Identify, measure and report strategies to address key metrics such as call abandonment, wait times, and first call resolution effectiveness, among other indicators. Evaluate procedures and processes to provide recommendations for program excellence. Drive a culture of continuous improvement, new approaches, and personal excellence through open communication between teams, departments and divisions. Ensure adherence to all policies and procedures.Tenant Mobility, Landlord Outreach, and Community Relations: Provide training and support for Mobility Counselors and Landlord Liaison in the development and execution of relocation services that take into consideration tenant needs, priorities and Columbus Metropolitan Housing Authority's (CMHA) policies, protocols and procedures. Coordinate and provide instruction in the implementation of relocation strategies, supporting the Mobility Counselors and Landlord Liaison. Serve as the primary point of contact for escalated property managers/owners concerns and complaints, and act as a liaison and mediator for escalated issues that may arise. Approve and monitor usage of flexible funding to assist families with rental application fees and security deposits. Analyze the current HCVP operations and make recommendations related to streamlined processes for lease-up, HAP payments, re-certifications, etc. in relation to the mobility counseling services. Establish a positive rapport with landlords to assist with building landlord/owner relationships in order to promote and maintain housing stock within targeted opportunity areas. Work with staff to assess, develop, implement, monitor, and recommend mobility counseling services program modifications using a multidisciplinary process. Utilize knowledge of the local community in support of the mobility counselor's efforts in assisting applicants and tenants with navigating a variety of social service organizations and public agencies. Manage and maintain an effective relationship with internal and external stakeholders. Maintain privacy and confidentiality of all household information given. Attend community supportive services meetings with critical partners and other social service entities. Develop recommendations to modify and update CMHA policies and procedures that improve customer service in support of the mobility counseling services program and landlord outreach, recruitment, marketing, and retention strategies. Maintain/update database to ensure accurate reporting of information related to mobility counseling services program and landlord recruitment milestones and progress. Perform a range of associated administrative functions, as appropriate, such as preparing administrative and programmatic reports and correspondence.Required qualifications to be successful in this role Bachelor's degree (preferred) or equivalent experience in lieu of education. Five (5) years of experience in the affordable housing industry AND three (3) years of supervisory experience, or an equivalent combination of experience and education. Knowledge of Affordable Housing regulations along with a broad understanding of the Housing Choice Voucher Program. Effective Supervision and Project Management Skills. Excellent written and verbal communication skills. Ability to motivate and provide performance feedback and evaluations to team assigned. Manage customer interactions to achieve a high degree of customer satisfaction (establish and maintain effective working relationship with staff, clients, landlords and tenants). Deal effectively with situations requiring tact and diplomacy. Demonstrated proficiency in using computerized business applications, such as Microsoft Office applications, etc. Ability to write reports, business correspondence, and procedure manuals. Ability to train, mentor and develop the capacity of staff. Affordable Housing certifications a plus. Must obtain Certified HCVP Specialist within one year of employment.#CGIFederalJob#LI-KR1#CMHABuild your career with us.It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.Be part of building one of the largest independent technology and business services firms in the world.Learn more about CGI at www.cgi.com .No unsolicited agency referrals please.CGI is an equal opportunity employer.Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.SkillsVacancy expired!