City of Tampa

This position is responsible for customer service and technical work involving citizen inquiries related to tenant/landlord questions or concerns. Bargaining unit position.

Employees in this class are responsible for performing tasks of more than average difficulty, providing the first level of support for all customers (phone, e-mail, and walk-ins); which involve reviewing, analyzing, processing, investigating, and responding to housing concerns, as well as providing first level support to citizens by helping individuals connect with the appropriate housing services and resources. The exercise of reasonable initiative and independent judgment is required in the interpretation of basic program eligibility requirements.  Public contact is an integral part of the job. This positions’ main function is handling a high-volume of calls and face-to-face customer service, which requires employees to exercise considerable tact and courtesy. Work is performed under general supervision with assistance available from higher level technical personnel in dealing with problems and technically demanding questions and is reviewed through observation, oral and written reports, and upon completion through observation of results obtained.

Primary function is to receive inbound customer calls in a call center environment and provide accurate, satisfactory answers to their queries and concerns.

Answers and responds to inquiries by telephone, e-mail and in person as they relate to reviewing, processing and/or investigating status about housing resources, and information regarding landlord-tenant issues and evictions, performs administrative duties, and other related duties.   

Respond to inbound email, chat, text and phone calls quickly and efficiently utilizing available tools to answer customer questions and troubleshoot complex housing assistance applications.

Ensure efficient, accurate and effective administrative information and assistance.

Coordinate services with Bay Area Legal Services to offer eviction defense services, paired with rental assistance dollars.

Maintain regular communication with tenants, landlords, community partners, funders, management, and accounting.

Assess housing needs for clients that are displaced; answer tenant/landlord calls as needed; provide advocacy services to individuals who are encountering housing related problems.

Provide coordinated entry and intake assessments for participants seeking housing support, identifying housing service needs and coordinating initial services; research tenant is eligible for Emergency Assistance.

Support participants in finding and securing safe, affordable housing; assist families with accessing resources for housing related assistance (i.e. furniture procurement, utility assistance, etc.); advocate with managers and owners for tenancy and negotiate move-in costs.

Works within the community to provide linkages with clients and needed resources; provide mobile advocacy and community engagement as needed.

Coordinate connection with other services as needed.

Provide crisis intervention, telephone advocacy and referrals.

Assists customers in navigating the City’s website and online permitting portal, troubleshoots digital signature submissions for customers. 

Maintain case files with sensitive information relating to clients.

Performs related work as required.

Considerable knowledge of: standard office practices and procedures; administrative skills; Microsoft Office applications. 

Working knowledge of: Use of computers. 

Ability to: establish and maintain effective working relationships with other employees and the public; perform basic mathematical calculations with accuracy; operates a PC to prepare correspondence, create and maintain records and reports.

Graduation from an accredited high school or vocational school and one (1) year of experience of customer service in a high-volume office/call center setting.

Possession of a driver's license is required.