Customer Experience Liaison Manager

$63,331 - $82,331/Yr

Unclassified - New Haven, CT

Full-time - Mid Level

New Haven, CT

About the position

The Customer Experience Liaison Manager is responsible for ensuring exceptional customer experiences within the Housing Choice Voucher (Section 8) program at the Housing Authority of New Haven. This managerial role involves overseeing the Service Center operations, which include application intake, recertification activities, and program administration. The position requires a strong focus on customer service, team management, and collaboration with various stakeholders to enhance the overall customer experience and address systemic issues within the organization.

Responsibilities

• Maintain current knowledge on all Federal, state and local laws governing the Housing Choice Voucher program and tenant-landlord law.
• Champion opportunities to improve the ECC brand experience.
• Collaborate with cross-functional teams to align customer experience efforts with business goals.
• Design and implement customer service standards to ensure exceptional service delivery.
• Train and educate staff on customer-centric approaches and best practices.
• Oversee the customer service team, training new representatives and motivating them to achieve goals.
• Establish communication channels between customers and the company.
• Utilize Customer Relation Management tools to monitor customer experience.
• Assist clients by answering questions and providing program information.
• Monitor the agency contact center and conduct quality control of communications.
• Enable the service team to provide a customer-centric experience by removing roadblocks.
• Train service center staff on service standards and etiquette.
• Provide support to families, landlords, and agencies in resolving housing-related matters.
• Manage escalated issues and monitor team performance.
• Collaborate with community organizations and local government entities to promote housing programs.
• Manage customer service inquiries from social media and the website.
• Respond to and oversee legal aid inquiries.
• Stay updated with industry trends and act as a resource for customer service representatives.
• Create and implement customer service plans and experiences.
• Gather and analyze customer feedback to identify areas for improvement.
• Design, implement, and track databases for customer data reporting.
• Ensure staff training and certifications are current.

Requirements

• Associates or Bachelor's Degree in Public Administration, Business Administration/Management, or related field preferred.
• Seven years of experience in a customer service-related field, with at least two years in a supervisory role.
• Extensive experience in stakeholder management.
• Experience working or supervising a call center or switchboard.
• Proven experience implementing new customer experience processes and standards.
• Knowledge of Connecticut Tenant/Landlord law.
• Familiarity with housing management, budgeting, and housing agency regulations.
• Proven ability to direct a large staff involved in routine administrative duties.
• Knowledge of HUD regulations related to the Section 8 Program.
• Strong problem-solving skills and quick decision-making ability.
• Customer-centric mindset with empathy for customers.
• Ability to effectively manage and motivate a team.
• Excellent organizational and time management skills.
• Attention to detail and multitasking ability.
• Strong work ethic and ability to work under pressure.
• Good communication and supervisory skills.
• Bilingualism in Spanish and English preferred.

Nice-to-haves

• Bilingualism in Spanish and English is preferred but not mandatory.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Tuition reimbursement
• Paid time off
• Employee assistance program