CUSTOMER LIAISON
Job Location:
Address: 1100 W. Washington Street, Suite 280, Phoenix, Arizona 85007
This position does not offer the ability to work remotely.
Posting Details:
Salary: $47,000 - $52,000
Grade: 20
Salary determined by experience.
Open until a sufficient number of qualified applications are received.
Job Summary:
As the agency's initial point of contact, this role provides timely, comprehensive assistance across all communication channels. The incumbent will address general housing inquiries or redirect complex issues to the appropriate internal teams and external State partners.
This position does not offer the ability to work remotely.
Job Duties:
This position will be responsible for:
• Providing timely assistance across all contact channels from the general public and others, with respect to questions pertaining to a myriad of housing issues or referring such inquiries to appropriate parties within the agency, when applicable.
• Provide referrals to State and local organizations that can assist with specialized housing and related support services.
• Mediate, facilitate and negotiate complex situations between external customers by focusing and defining customer issues, and communicating those issues to the appropriate internal or external parties.
• Represent customer interests and provide a conduit for expressing problems and exploring avenues to achieve reasonable and equitable solutions and answers.
• Provide positive liaison between the department and the public, other agencies, and the housing industry.
• Serve as an early warning system for customer/public relations issues.
• Stay well-informed of current offerings in the affordable housing arena with respect to: public housing and other subsidized rental opportunities, including Section 8 programs; fair housing issues; programs providing assistance to current homeowners; programs providing assistance to homebuyers; loan and grant programs of the State and Federal agencies; local housing programs operated by nonprofit entities and local governments, etc., in order to provide the accurate information to parties seeking such information.
This position does not offer the ability to work remotely.
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
• Local, state and federal housing programs, including a good understanding of complex regulations that would preclude individuals from participating in such programs, in order to provide the best information and referrals from external customers.
• Internal programs and processes of the State housing programs operated out of the agency.
• Organizations, other State agencies and private industry with respect to offerings in the affordable housing arena and how those services and offerings can be accessed.
• Communication techniques (email, browsing the internet, etc.).
• Human dynamics and negotiation techniques.
Required Skills and Abilities:
• Excellent ability to communicate, both verbally and in writing.
• Ability to condense and explain extremely complex government programs and participation requirements in very elementary and easy to understand terms.
• Ability to handle a high volume of inquiries and issues simultaneously while giving each its due attention.
• Ability to listen to or read angry or illiterate complaints and to decipher the meaning, and provide an appropriate and professional response.
• Ability to anticipate problems and issues and spot trends that arise from daily interaction with the public and others and to communicate these issues to appropriate parties within the agency.
• Proficient in Microsoft Word and Excel and Google Workspace.
Selective Preference(s):
Pre-Employment Requirements:
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits:
The State of Arizona offers an excellent comprehensive benefits package including:
• Flexible schedules to create a work/life balance
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly placed foster/adopted child (pilot program)
• Participation in the Arizona State Retirement System (ASRS)
• Vacation with 10 paid holidays per year
• Sick Leave
• Health and Dental Insurance
• Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance.
Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement:
State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program. New ASRS members will have a 27-week waiting period for membership. The ASRS defined benefit plan provides for life-long income upon retirement.
Contact Us:
Visit housing.az.gov for comprehensive information on the Arizona Department of Housing. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
