Front desk agent Jobs in Tuscaloosa, AL

Position Summary The employee is responsible for greeting clients via telephone or in person and provides administrative support to the department and staff.  The employee performs general office work and various administrative support functions.

Within these functional areas this position is responsible for performance that positively contributes to the Agency receiving satisfactory ratings in HUD Agency performance evaluation systems, such as Public Housing Assessment System (PHAS), Section 8 Management Assessment Program (SEMAP), or other future HUD evaluation systems.  The duties listed below are illustrations of the various types of work that may be performed.  The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position.

Responsibilities Undertakes and performs the following and all other work-related duties as assigned.   Answers telephone, screens calls, and greets visitors in a courteous, professional manner, ascertains nature of their business and conducts guests to meet with appropriate person.  Answers general inquiries from other employees and the public, in person and over the phone.  Refers calls and / or visitors to other employees or departments as appropriate.  Secures and transmits routine information on Agency programs as directed.

Provides information about the housing program services provided; listens, hears and resolves customer and public complaints and observes and reports any unusual activity in the front lobby.

Responsible for receiving customer documents, providing photocopies and receipts for documents dropped off to the front desk and placing the documents in the appropriate employee’s mailbox.

Provides administrative support by sorting, logging and distributing mail, and incoming shipments.

Provides assistance to the staff to ensure overall departmental efficiency by composing, preparing, setting up, and proofreading confidential correspondence, agreements, summaries, memoranda, statistical tables, presentations, forms, and reports, relevant information from a variety of sources, and / or knowledge of Agency policy and procedures and presents the information in a clear and understandable format.

Collects payments for rent and other services from residents and issues receipts.  Posts transactions and prepares deposits and forwards to the Finance Department.

Maintains an accurate cash drawer and balances daily.

Posts various daily transactions including rent adjustments, miscellaneous charges, security deposits and move-outs to resident accounts and makes sure items are posted accurately.

Prepares application, recertification, new move in and 1 st Time Homebuyer packages and other forms necessary for lease process.

Assists with processing Housing Choice Voucher Program (HCVP) applications when the waiting list requires.

Receives incoming maintenance calls / notices concerning needed maintenance repairs of routine or emergency nature and responds in a courteous manner.  Responds to process requests in a timely manner.

Determines nature of work orders and separates emergency, urgent, and general / routine work orders by category.

Accurately enters all work orders into the system and provides work order notification and tracking number to maintenance personnel and / or Property staff as appropriate to the situation.  Dispatches Maintenance staff work orders and follows up on work progress as necessary.

May add an indicator to the work order database to show that a lease violation is the source of the work order request and to track and identify costs due to violations.  May analyze by frequency and type of lease violation for purposes of initiating preventive maintenance activities and tracking repeat problems.

Reviews inspection results and code enforcement reports and generates follow-up work orders as appropriate.

Keeps a daily log tracking work orders generated, closed, and in progress.  Updates status of all pending work orders.

Maintains the lobby and restrooms to be presentable for public use.

Accountable for consistent adherence to strong Agency standards regarding the ethical, responsible, and appropriate use, care, and safeguarding of Agency materials, supplies, resources, and other assets.  Education and Experience High School diploma or possession of a certificate of equivalence of High School Achievement (GED), secondary training in secretarial skills and / or Associate’s Degree and two (2) years of relevant experience or an equivalent combination of education and experience.

Knowledge and Skills Knowledge of operation of a multi-line telephone system and usage of correct telephone etiquette.

Comprehensive knowledge of Housing rules, regulations, HUD procedures and policies.

Ability to treat callers, customers and visitors with unfailing courtesy, attentiveness and have a professional attitude.

Ability to make complex arithmetic computations involving fractions, decimals, and percentages rapidly and accurately.

Considerable skills in operating appropriate Agency computer equipment, applicable software, and general office machines; including 10 - key by touch.

Proper English grammar and usage, vocabulary, arithmetic, punctuation and spelling.

Good skills in operating computer equipment, applicable Agency software, and general office machines.

Ability to communicate clearly, concisely, orally and in writing.

Ability to deal effectively with sensitive and confidential information.

Ability to :

• understand and follow moderately complex written and oral instructions.
• Supervisory Controls The employee receives instructions from the Director of Housing.  Courses of action, deadlines, and priorities are established by procedure, the supervisor, or the employee depending on the assignment.  The employee has no supervisory responsibilities.
• Guidelines The employee performs routine duties by following established Agency policies and procedures, traditional practices and written guidelines.  These guidelines cover most job-related situations and the employee uses independent judgment in making routine decisions.  If guidelines do not cover a situation, the employee normally consults the supervisor.
• Complexity The employee performs a variety of routine and generally related tasks.  The course of action is determined by established procedure, the supervisor, or the employee.  Tasks frequently have to be coordinated, integrated, and / or prioritized.  Some computer applications may be difficult to accomplish and require resourcefulness and extra effort by the employee.  Decisions regarding unusual circumstances are referred to the supervisor.
• Scope and Effect The employees work affects the supervisors, other Agency employees, and the perception of the Agency by clients and the general public.  Performing duties effectively efficiently, and in a professional manner enhances relationships between the Agency and its clients and contributes to the Agency’s overall ability to provide housing that is decent, safe, and sanitary.
• Personal Contacts Most of the employee’s contacts are with Agency employees, clients, and the general public.  The purpose of the contacts is to give or exchange information, provide services, make decisions, motivate, negotiate, and resolve problems.  Most contacts are structured or confidential in nature and the employee is expected to use normal tact and courtesy.
• Physical Requirements Work is principally sedentary, but may involve some physical exertion, such as kneeling, crouching, or lifting to obtain files, records, and office supplies, and eyestrain from working with computers and other office equipment.
• Must be able to sit or stand for up to eight (8) hours at a time while performing essential work duties.
• Must be able to bend, stoop, push, and pull in the performance of essential job-related duties (e.g. moving or carrying objects or materials).
• Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.
• Must be able to use fingers bilaterally and unilaterally to operate job-related equipment.
• Must have vision and hearing corrected to be able to perform essential job functions.
• Must be able to work around various fumes, odors, and dusts.
• Must maintain punctuality and attendance as scheduled.
• Must maintain a professional appearance and portray a positive image for the Agency.         An employee may request a reasonable accommodation to mitigate any of the physical requirements listed above.
• Work Environment Work involves the normal risks or discomfort associated with an office environment, and is usually in an area that is adequately heated, lighted, and ventilated.
• Other Requirements Must possess a State of Alabama driver’s license and maintain a good driving record.
• Must be available for occasional overnight travel for training.
• Must pass employment drug screening.
• Must pass criminal background check.
• Must work with the highest degree of confidentiality.
• The Tuscaloosa Housing Authority is an Equal Opportunity Employer.
• This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed.  The duties herein are representative of the essential functions of this job.
• This job description reflects management's assignment of functions; however, it does not prescribe or restrict tasks that may be assigned.
• Nothing in this document restricts management's right to assign or reassign duties and responsibilities at any time.  The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job may be considered at the discretion of the Executive Director.
• Employment with the Tuscaloosa Housing Authority is on an “at-will” basis.
• Nothing in this document is intended to create an employment contract, implied or otherwise, and does not constitute a promise of continued employment.  Powered by JazzHR