Customer Service Representative

Description:

Starting Salary: $47,840- $57,408 annually ($24.54 -$29.44 per hour), plus benefits

Open Until Filled with priority given to those applications received by 5:00 PM on Thursday, April 2nd, 2026.

Our Agency Everett Housing Authority (EHA) is a diverse, innovative public agency located in Everett, WA, only minutes from the waterfront. EHA is committed to our mission: to create affordable housing and foster healthy communities where households thrive. Those interested can expect:

• A competitive salary
• Accrue up to 12 days of paid vacation in your first year of employment
• 13 days of sick leave each year
• 13 paid holidays each year
• A strong benefit package including robust health, vision, dental, and life insurance as well as a pension plan (PERS).
• Long term disability Insurance
• Tuition reimbursement
• Employee Assistance Program
• Wellness Program
• Work that makes a difference!

Are you interested in being part of a mission-driven public agency that’s committed to providing affordable housing in Everett and Snohomish County? Are you a thoughtful team player who can problem-solve, has excellent customer service skills, and possesses the ability to work in a modern office environment? Everett Housing Authority (EHA) is looking for a motivated and resourceful person to step into this vital front-line role and help us achieve our mission! We are a diverse, innovative public agency with a mission to create affordable housing, foster healthy communities where households thrive, and replace systemic racism with equity for all.

As the Customer Service Representative, you will serve as the first point of contact for visitors, callers, and incoming documents. You will assist program participants, other service providers, and the public through a variety of media (phone, email, digital platforms), answering basic questions about EHA’s programs and processes, and referring more specialized ones to the appropriate team member. You will process and route incoming paper and digital documents (letters, invoices, rent checks, etc.), provide limited technical assistance to program participants needing help accessing their accounts on EHA’s RENTCafé platform, process outgoing mail, and assist with special projects as needed.

This entry-level position provides a great chance to interact with other team members in different departments across EHA and learn what their roles are in advancing our mission. It offers an unparalleled opportunity to learn more about EHA and our vital work in the community, providing future growth opportunities for a motivated candidate.

Requirements:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Serves as the first point of contact by greeting and assisting clients, vendors, and delivery personnel visiting the Colby office.

2. Efficiently operates office equipment such as copiers, scanners, postal meters, and folding/stuffing machines.

3. Serves as a primary point of contact by answering incoming calls, providing accurate information, and directing callers to appropriate staff across departments.

4. Retrieves, documents, and responds to phone messages promptly.

5. Responds to phone, email, and in-person inquiries by providing appropriate informational materials and forms during public office hours.

6. Maintains accurate and up-to-date informational materials.

7. Receives and accurately distributes incoming mail, packages, forms, emails, and faxes to appropriate staff.

8. Accurately documents key communications and interactions with clients.

9. Supports Housing Choice Voucher program & Finance Department by printing and mailing letters, retrieving hard copy documents from client files, and assisting with monthly check runs.

10. Manages outgoing and incoming mail operations, including preparing and delivering mail to the post office.

11. Orders office supplies for the Colby administrative office.

12. Maintains accurate inventory of returned checks and proactively monitors and follows up on items approaching expiration to ensure timely resolution.

13. Coordinates vendor deliveries and pickups at the Colby office.

KNOWLEDGE AND SKILL REQUIREMENTS:

• Demonstrates keyboarding proficiency of at least 35 words per minute
• Effectively interacts with individuals from diverse backgrounds, including varying ages, cultures, and socioeconomic groups
• Proficient in computer operations and general office technology
• Skilled in the use of Microsoft Office 365 applications, including Outlook, Word, and Excel

Additional desirable qualifications:

• Experience using SharePoint
• Prior experience working in a government setting
• Familiarity with social services or housing authority programs
• Bilingual or multilingual skills preferred, including Russian, Ukrainian, Vietnamese, Arabic, Korean, and/or Spanish (in order of preference); ability to provide verbal and written translation is highly valued

EDUCATION AND EXPERIENCE:

Education: High school diploma, GED or equivalent

Experience: At least 1 year of general office experience, including computer usage. Prior experience as a receptionist preferred, but customer service experience in another setting can be substituted.

COMPETENCIES:

• Demonstrates professionalism by working cooperatively, respectfully, and effectively with clients, co-workers, supervisors, and the public.
• Communicates clearly and effectively in English, both verbally and in writing.
• Understands and follows oral and written instructions.
• Manages time and prioritizes tasks efficiently with minimal supervision.
• Maintains a courteous and professional demeanor in a fast-paced environment with competing demands.

Required Workplace Standards

1. Works regular and reliable hours on site as required;

2. Attendance must be punctual and consistent;

3. Works an agreed-upon schedule and works additional hours as necessary to complete work;

4. Works effectively, cooperatively and respectfully with co-workers, clients, and other contacts;

5. Follows all EHA Safety Policies and Procedures;

6. Follows all EHA Personnel Policies and Procedures;

7. Performs other duties as assigned.