Customer Service Representative

Description

Are you a strong communicator with a passion for helping others? Do you thrive in a fast-paced environment where every interaction can make a real impact? Vancouver Housing Authority (VHA) is looking for a Customer Service Representative to be the welcoming face of our Main Street office by assisting individuals experiencing housing instability, navigating complex situations, and providing support to those facing mental health or substance use barriers.

We work closely with local governments and other community partners throughout Clark County to address issues of affordable housing and homelessness and help families break the cycle of poverty. In addition to answering phones and greeting visitors, this role is a lifeline for people in crisis. We need someone with patience, empathy, and the ability to manage challenging situations while maintaining professionalism and composure.

What You'll Do:

• Greet and assist visitors, helping them access vital housing resources.
• Answer calls on a multi-line system and direct inquiries appropriately.
• Assist with online applications and forms.
• Offer information on resources related to low-cost housing in Clark County.
• Maintain a welcoming, organized reception area.
• Process incoming mail, payments, and key returns.
• Manage confidential information with care and discretion.
• Notarize documents as needed.

What We Offer:

• A new employee in this position will start in the range of $21.38 - $22.45 per hour based on experience. In compliance with the Equal Pay and Opportunities Act, the full salary range for this position is $21.38 - $29.93 per hour.
• Full-time, non-exempt, union-represented position, working in-person 40 hours per week, Monday - Friday.
• Eligibility to enroll in our medical, dental, vision, life, and disability insurance.
• The benefits package also includes 5.58% paid into WA PERS by the employer, 12 company-paid holidays, and generous paid vacation time, as well as separate sick time accrual.
• Meaningful work that addresses affordable housing and homelessness in our community.

Requirements

• High school diploma required, plus some higher-level education or vocational training specializing in office skills, plus at least 1 year of directly related experience or equivalent required.
• Experience running a multi-line phone system.
• Demonstrated computer skills necessary to complete duties effectively.

Preferred Skills & Experience:

• Experience working with unhoused individuals or those facing housing instability.
• Knowledge of Clark County housing and social service resources.
• Experience assisting Section 8 participants.
• Ability to de-escalate tense situations and provide confidential assistance to individuals in crisis.
• Comfortable working with people from all walks of life, including those facing mental health or substance use challenges.
• Strong interpersonal and conflict resolution skills—you can stay calm under pressure and communicate with empathy.
• Bilingual candidates are strongly encouraged to apply!

A cover letter and resume are required when applying for this position. For more information on the Vancouver Housing Authority, please visit our website at www.vhausa.com. Please note that those candidates deemed to match our requirements best will be contacted for an interview. We do not discuss application status during the selection process. Applications will be reviewed as they come in.

The VHA provides equal employment opportunities to all employees and applications for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with federal, state, and local laws.