Southern Nevada Regional Housing Authority
Customer Care Associate (Call Center)
Southern Nevada Regional Housing Authority, Las Vegas, Nevada, us, 89105
Overview
The Southern Nevada Regional Housing Authority (SNVRHA) is recruiting a
Customer Care Associate – Call Center
to join our team. SNRHA provides affordable housing to low- and moderate-income households through its affordable housing, conventional public housing, and Housing Choice Voucher programs. Our team is comprised of 200+ committed and caring professionals who support our mission and the clients and communities we serve. To learn more, visit us online: www.snvrha.org.
If relocating from out-of-state, Las Vegas, Nevada offers a family-friendly environment with wonderful neighborhoods, affordable living, warm weather, outdoor wonders, professional sports, and world-class restaurants. Nevada is among the most tax-friendly states in the U.S., with residents enjoying no state income tax, county income tax, inheritance tax, and lower property taxes.
Position Summary The
Customer Care Associate – Call Center
is responsible for supporting and assisting customers by addressing their inquiries, resolving their issues, and ensuring their satisfaction with SNRHA services. The role includes processing and tracking requests for service and work orders for public and affordable housing properties, updating files and computer databases, and maintaining accurate filing systems while providing excellent customer service to residents.
Duties and Responsibilities This announcement summarizes typical job functions and does not exhaustively or comprehensively list all duties and responsibilities. The position is accountable for performing the following duties with or without reasonable accommodation.
Takes calls from residents, employees, contractors, and others; collects client information and service request details and generates a work order for maintenance and repairs; provides information and assistance to clients; responds to requests for information within the scope of authority.
Verifies client’s account information, provides case management information, and educates clients on department processes and procedures.
Responds to customer inquiries, questions, and complaints via phone, email, chat, SMS, social media, and in person.
Records accurate and detailed information about customer interactions, issues, and resolutions using effective questioning techniques in the company’s ticketing or customer relationship management (CRM) system.
Educates customers on using products, software features, and troubleshooting techniques to minimize future technical issues with online portals, providing step-by-step instructions and guidance to clients, landlords, and residents.
Identifies and diagnoses technical problems reported by customers.
Documents customer interactions, issues, and resolutions accurately in the company’s CRM system.
Performs data entry and closing of work orders received from the after-hours answering service staff, mobile/web, email, chat requests, and maintenance in a timely manner, categorizing and prioritizing them in compliance with SNRHA rules, regulations, and procedures.
Contacts emergency maintenance service providers as authorized and dispatches maintenance staff according to emergency maintenance policy.
Ensures accurate filing of paper and electronic documents in the agency’s electronic document management system.
Minimum Qualifications
High School Diploma or GED.
Three (3) years of clerical and computer experience.
Applicants who meet minimum qualifications are not guaranteed an interview but will be further assessed based on cover letter, resume, writing samples, pre-employment testing, panel interviews, references, performance evaluations, and background investigation. Successful candidates will be invited to participate in online employment testing; failure to participate is considered a withdrawal.
Preferred Qualifications
Two years of previous public housing experience.
Previous call center experience.
Screening and Selection Applicants who meet minimum qualifications may be further considered. Evaluation factors include cover letter, resume, writing samples, pre-employment testing/assessments, panel interviews, references, performance evaluations, and background investigation.
Reasonable Accommodation If you require a reasonable accommodation to participate in our hiring process, contact the HR Department at 702.477.3170.
Employee Benefits
3-day weekends
Free parking
2 weeks’ vacation (years 1 and 2)
13 sick days
13 paid holidays, including your birthday
Medical, dental, and vision insurance – 100% employer paid (employee only); health and dependent care flexible spending accounts
Life and long-term disability insurance (employer paid)
457B Deferred Compensation Plan
Public Employee Retirement System (PERS) – 100% Employer-Funded or Employee/Employer-Funded (50%/50%)
Employee Assistance Program (EAP)
Various voluntary employee benefit options, including eligibility for Public Service Loan Forgiveness (PSLF) program student loan forgiveness.
Conditions of Employment This position is open to both internal and external applicants.
To Apply and Required Documents
Complete an online application.
Submit a cover letter and resume.
Incomplete applications will not be considered. *Applicants who meet minimum qualifications are not guaranteed an interview.
Background and Drug Test Requirements
Complete a background investigation, which may include education, criminal history, credit, fingerprints, and DMV records.
Pass a workplace drug test within 72 hours.
Possess a valid State of Nevada driver’s license.
Possess a clean driving record.
*As a federally-funded employer, although legal in the state of Nevada, marijuana is restricted under Federal guidelines.
Eligibility for Collective Bargaining This position is eligible for participation in the collective bargaining unit (SEIU), which represents certain Southern Nevada Regional Housing Authority employees.
Hiring Dates Opening Date: January 12, 2026 (Applications are reviewed on a rolling basis). Closing Date: January 22, 2026, or until filled. The closing date may be earlier based on the number of applications received.
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Customer Care Associate – Call Center
to join our team. SNRHA provides affordable housing to low- and moderate-income households through its affordable housing, conventional public housing, and Housing Choice Voucher programs. Our team is comprised of 200+ committed and caring professionals who support our mission and the clients and communities we serve. To learn more, visit us online: www.snvrha.org.
If relocating from out-of-state, Las Vegas, Nevada offers a family-friendly environment with wonderful neighborhoods, affordable living, warm weather, outdoor wonders, professional sports, and world-class restaurants. Nevada is among the most tax-friendly states in the U.S., with residents enjoying no state income tax, county income tax, inheritance tax, and lower property taxes.
Position Summary The
Customer Care Associate – Call Center
is responsible for supporting and assisting customers by addressing their inquiries, resolving their issues, and ensuring their satisfaction with SNRHA services. The role includes processing and tracking requests for service and work orders for public and affordable housing properties, updating files and computer databases, and maintaining accurate filing systems while providing excellent customer service to residents.
Duties and Responsibilities This announcement summarizes typical job functions and does not exhaustively or comprehensively list all duties and responsibilities. The position is accountable for performing the following duties with or without reasonable accommodation.
Takes calls from residents, employees, contractors, and others; collects client information and service request details and generates a work order for maintenance and repairs; provides information and assistance to clients; responds to requests for information within the scope of authority.
Verifies client’s account information, provides case management information, and educates clients on department processes and procedures.
Responds to customer inquiries, questions, and complaints via phone, email, chat, SMS, social media, and in person.
Records accurate and detailed information about customer interactions, issues, and resolutions using effective questioning techniques in the company’s ticketing or customer relationship management (CRM) system.
Educates customers on using products, software features, and troubleshooting techniques to minimize future technical issues with online portals, providing step-by-step instructions and guidance to clients, landlords, and residents.
Identifies and diagnoses technical problems reported by customers.
Documents customer interactions, issues, and resolutions accurately in the company’s CRM system.
Performs data entry and closing of work orders received from the after-hours answering service staff, mobile/web, email, chat requests, and maintenance in a timely manner, categorizing and prioritizing them in compliance with SNRHA rules, regulations, and procedures.
Contacts emergency maintenance service providers as authorized and dispatches maintenance staff according to emergency maintenance policy.
Ensures accurate filing of paper and electronic documents in the agency’s electronic document management system.
Minimum Qualifications
High School Diploma or GED.
Three (3) years of clerical and computer experience.
Applicants who meet minimum qualifications are not guaranteed an interview but will be further assessed based on cover letter, resume, writing samples, pre-employment testing, panel interviews, references, performance evaluations, and background investigation. Successful candidates will be invited to participate in online employment testing; failure to participate is considered a withdrawal.
Preferred Qualifications
Two years of previous public housing experience.
Previous call center experience.
Screening and Selection Applicants who meet minimum qualifications may be further considered. Evaluation factors include cover letter, resume, writing samples, pre-employment testing/assessments, panel interviews, references, performance evaluations, and background investigation.
Reasonable Accommodation If you require a reasonable accommodation to participate in our hiring process, contact the HR Department at 702.477.3170.
Employee Benefits
3-day weekends
Free parking
2 weeks’ vacation (years 1 and 2)
13 sick days
13 paid holidays, including your birthday
Medical, dental, and vision insurance – 100% employer paid (employee only); health and dependent care flexible spending accounts
Life and long-term disability insurance (employer paid)
457B Deferred Compensation Plan
Public Employee Retirement System (PERS) – 100% Employer-Funded or Employee/Employer-Funded (50%/50%)
Employee Assistance Program (EAP)
Various voluntary employee benefit options, including eligibility for Public Service Loan Forgiveness (PSLF) program student loan forgiveness.
Conditions of Employment This position is open to both internal and external applicants.
To Apply and Required Documents
Complete an online application.
Submit a cover letter and resume.
Incomplete applications will not be considered. *Applicants who meet minimum qualifications are not guaranteed an interview.
Background and Drug Test Requirements
Complete a background investigation, which may include education, criminal history, credit, fingerprints, and DMV records.
Pass a workplace drug test within 72 hours.
Possess a valid State of Nevada driver’s license.
Possess a clean driving record.
*As a federally-funded employer, although legal in the state of Nevada, marijuana is restricted under Federal guidelines.
Eligibility for Collective Bargaining This position is eligible for participation in the collective bargaining unit (SEIU), which represents certain Southern Nevada Regional Housing Authority employees.
Hiring Dates Opening Date: January 12, 2026 (Applications are reviewed on a rolling basis). Closing Date: January 22, 2026, or until filled. The closing date may be earlier based on the number of applications received.
#J-18808-Ljbffr