Job Title: Customer Service Manager Location: Milwaukee, WI Employment Type: Direct Hire Schedule: Onsite Salary: $65,000–$70,000 Oversee the operations of the PBV Housing Specialists and Customer Service Representatives. Monitors PBV Housing Specialist’s performance, productivity levels and quality of work output. Coaches PBV Housing Specialist and Customer Service Representatives to deliver exceptional customer service. The PBV/Customer Service Manager is challenged to build a strong team and shape staff behaviors to accomplish the desired results. This individual plays a collaborative role in growing and implementing standards and processes. Assign caseload/tasks to staff for processing and establishing performance expectations, setting deadlines for work completion. This position requires strong time-management skills, attention to detail, recordkeeping, excellent communication, and leadership skills. ESSENTIAL DUTIES + Monitors and reviews the operations of the program to ensure adherence to objectives and compliance with rules and regulations, including assisting in the review of current participant records and statistical reports including the coordination of annual and interim recertifications, requests for moves/transfers with continued occupancy, Housing Assistance Payment Contract/Lease executions, contract enforcement for HCV program participants/landlords. + Maintain, monitor, update, and develop policies, procedures, and forms for PBV housing as needed. + Key point of contact for training new staff, or staff who need assistance in a particular area of their position. Present updates to management in written format on the progress of employees who have been trained with further recommendations if necessary. + Assistance with developing HCV and Customer Service training content/materials and facilitate staff training. + Monitor, assess and make recommendations for HCV program customer service delivery. + Utilizes automated system monitoring and reporting tools to track productivity levels. + Prepares monthly/weekly reports on all HCV program processing elements. + Conduct briefings with tenants to explain HUD guidelines. + Handles client inquiries and escalations. + Report any unsatisfactory performance of monitored caseloads and propose corrective measures and performance improvement plans. + Capable of recognizing staff’s deficiencies and taking disciplinary action when warranted. + Hold weekly meetings with staff to discuss policy and procedure changes, issues, or concerns. + Meet with Program Operations Manager weekly to review/discuss changes or suggestions for changes for the improvement to program operation. + Monitors completion of QC corrections. Assist with conducting QC file reviews. + Consult and assist Housing Specialist on problem solving, difficult calculations, conflict resolution and casework management. + Analyze, reconcile, and maintain monthly reports. + Perform annual evaluations for assigned staff. + Handle special projects as needed. + Additional duties as assigned. KNOWLEDGE, SKILLS & ABILITIES + Knowledge of the federal Housing Choice Voucher Program (HCV), including Project Based Voucher (PBV) and HQS requirements. + Knowledge of the rules and guidelines issued by federal and state agencies concerning the management of property (i.e., Landlord Tenant Laws, City codes, etc.) + Ability to explain program requirements for annual and interim recertification, information verification, moves, and rent adjustments to HCV participants and property owners. + Ability to maintain information on ongoing functions and report to HCV Deputy Director on a weekly/monthly basis. + Ability to effectively perform with constant interruptions. + Ability to effectively communicate verbally, individually and in groups, with external contacts, tenants and property owners. + Ability to effectively write procedural guides, letters, maintain documentation and complete required forms. + Ability to work with confidential situations with professionalism. + Strong people skills for building relationships with colleagues at all levels. + Exercise sound and ethical judgment when acting on behalf of the organization. + Ability to plan and prioritize your work and the work of others. + Ability to take initiative and be resourceful. + Support and encourage staff accomplishments for upward mobility + Ability to analyze data and present recommendations + Must possess excellent organizational and time management skills. + Must be able to use general applications including Microsoft Office products. PARTNERSHIP DEVELOPMENT QUALITIES + Demonstrates inclusiveness - Fosters respect for all individuals and points of view. Shows a personal commitment to create a hospitable and welcoming environment + Demonstrates adaptability - Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment. Additionally, modifies one’s preferred way of doing things based on newly acquired information + Demonstrates Self Development - takes personal responsibility for one's own learning and development through a process of assessment, reflection, and taking action + Demonstrates effective communication skills- Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts + Demonstrates teamwork - individual interests are subordinated to group unity and efficiency; coordinated effort. Effectively adapts to changing priorities, situations, and demands + Demonstrates service-mindedness - Priority is focused on service delivery through establishing and maintaining positive relationships with internal and external colleagues and customers. Includes, but not limited to, being approachable/accessible to others + Demonstrates Stewardship - is responsible for taking good care of resources entrusted to one, which includes company time and property, work accountability and ethical judgment + Demonstrates motivation - initiation, direction, intensity and persistence of behavior in innovation, creativity, taking action, and problem-solving TRAINING + HCV Occupancy and Rent Calculation Certification within 6 months of employment. + Attend and participate in seminars, webinars, workshops and/or training as required. QUALIFICATIONS / EXPERIENCE + Bachelor’s degree is preferred in business, social work, or public administration. + 3-5 years of previous experience working with the public in a Housing Choice Voucher, low-income tax credit, similar non-profit programs working with low-income families. + Must possess 3-5 years of client service experience. + Previous experience as a supervisor or in a leadership role, desired. + A combination of training, education, and experience that is equivalent to the employment standard listed above and that would provide the required knowledge and abilities. + Experience working in a high-volume call and production environment with high performance guidelines and stringent deadlines. + Knowledge of public sector housing authority programs and systems is a plus. System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law. #M1 Ref: #562-Joule Staffing - Edison System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.