Customer Relationship Manager

Job Description :

The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County's need for affordable housing.

HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing;

obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare.

This is a first-line supervisory and administrative level professional for a Customer Contact Center responsible for the strategic planning and execution of all HOC Call Center operations.

The purpose of the work is the day-to-day operations for the Call Center serving Housing Opportunities Commission (HOC) customers and the general public by planning and implementing strategies and operations;

improving Customer Relationship Management (CRM) systems and processes, including knowledge base articles; and managing staff.

Primary objective is to ensure the continuous improvement of the HOC customer experience. Emphasis is on CRM system operations, customer service, quality management, workforce planning, recruiting, coaching and training.

With respect to the day-to-day operations of the Call Center, this position is responsible for the supervision of staff, establishing and maintaining work standards, developing service-level agreements, producing and updating knowledge base articles, coordinating work function assignments, and creating work plans.

Must be able to coordinate with other functions across the agency, as well as other county agencies as may be necessary.

The individual will provide technical advice, recommendations, and assessment of various programs within the Call Center.

Examples of Duties :

This individual will be supporting the Sr. Customer Experience Manager and the Vice President of Public Affairs and Communications in implementing the agency's Customer Experience Strategy.

Some of the duties and responsibilities associated with this position are as follows :

• Ensure excellent customer service is provided by the Call Center and customer-facing staff.
• Provide ongoing support and training to customer-facing staff.
• Gather accurate, timely, and updated information by collaborating with other departments.
• Research best practices in the industry and make recommendations on how they can be applied to the Call Center operations.
• Interact with customers and de-escalate the situations when needed.
• Generate reports to the executive team as needed.

Minimum Qualifications :

Education : Graduation from an accredited college or university with a bachelor's degree in social work, counseling or related field.

Master's degree in social work preferred.

Experience :

• Requires a minimum of three years' of Call Center experience; CRM systems directly related to the assignment of the position or housing program delivery.
• Must have two years of supervisory experience including working with union personnel.
• Experience using Customer Relationship Management software.

Knowledge, Skills, and Abilities :

• Knowledge of public housing program regulations.
• Must have interviewing and counseling skills.
• Must be detail-oriented and have good interpersonal, customer service, and organizational skills.
• Must be able to prioritize assignments to meet deadlines and be dependable and detail-oriented.
• Must have great written and oral communication skills.
• Must have strong computer skills and the ability to learn new technologies / web-based systems quickly.
• Must have strong analytical skills.
• Microsoft Word and Excel experience required.

An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply.

HOC is an equal-opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law.

HOC promotes a drug-free workplace.

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment.

Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.