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Southern Nevada Regional Housing Authority

Announcement Number	Job Title
25-032	Customer Care Associate
Number of Openings	Compensation (Depending on Experience, DOE)
One (Full-Time, 7 AM to 6 PM, Mon-Thurs)	$43,328.68 (Step 1) - $69,267.32 (Step 20) Annually *The typical starting range for this position is between $423,328.68 and $47,826.68*

Opening Date	Closing Date
September 4, 2025 Applications are reviewed on a rolling basis.	September 18, 2025, (or until filled) The closing date may be earlier based on the number of applications received.
To Apply and Required Documents	Conditions of Employment
This position is open to both internal and external applicants. Applicants should: Complete an application online - to apply, click here Submit a cover letter and resume Incomplete applications will not be considered. *Applicants who meet minimum qualifications are not guaranteed an interview.	Upon a conditional offer of employment, the candidate must successfully: Complete a background investigation which may include: (education, criminal history, credit, fingerprints, and DMV) 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.

Employee Benefits

Pay is part of the generous compensation package offered by our premier agency. Employees enjoy:

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);
A variety of voluntary employee benefits options. According to the Public Service Loan Forgiveness (PSLF) program, student loan forgiveness may be available to qualified individuals.

Overview

The Southern Nevada Regional Housing Authority (SNVRHA) is recruiting a Customer Care Associate 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. Our success is built upon the contributions of our valued employees. To learn more, please visit us online - www.snvrha.org.

If relocating from out-of-state, more than its famous Strip, which provides endless entertainment opportunities for locals and tourists, Las Vegas, Nevada also offers a family-friendly environment with wonderful neighborhoods, affordable living, warm weather, outdoor wonders (hiking, climbing, snow-skiing, boating, sightseeing, and more), professional sports, and world-class restaurants. Las Vegas is home to the University of Nevada, Las Vegas (UNLV) and a few hour’s drive to beach destinations in Southern California, the Grand Canyon in Arizona, and national parks and ski resorts in Utah. 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 is responsible for supporting and assisting customers by addressing their inquiries, resolving their issues, and ensuring their satisfaction with SNRHA services. They process and track requests for service and work orders for public and affordable housing properties, update files and computer databases according to SNRHA policies and procedures, and ensure the accuracy of the 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. This position is accountable for performing the following duties and responsibilities, 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.

Verify client’s account information, provide case management information, and educate clients on department processes and procedures.

Respond to customer inquiries, questions, and complaints via various communication channels such as phone, email, chat, SMS, or social media.

Record accurate and detailed information about customer interactions, issues, and resolutions using effective questioning techniques to gather relevant information in the company's ticketing or customer relationship management (CRM) system.

Educate customers on using products, software features, and troubleshooting techniques to minimize future technical issues with online portals. Provide step-by-step instructions and guidance to clients, landlords, and residents to help them resolve level I technical problems with the online portal.

Identify and diagnose technical problems reported by customers.

Accurately document customer interactions, issues, and resolutions in the company's customer relationship management (CRM) system.

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. Categorizes and prioritizes work orders in compliance with SNRHA rules, regulations, and procedures.

Contact emergency maintenance service providers as authorized; dispatch maintenance staff according to emergency maintenance policy.

Ensure accurate filing of paper and electronic documents in the agency’s electronic document management system.

This position is eligible for participation in the collective bargaining unit (SEIU), which represents certain Southern Nevada Regional Housing Authority employees.

Minimum Qualifications

Minimum qualifications are intended to identify applicants most likely to perform successfully on the job. Applicants who meet minimum qualifications are not guaranteed an interview; however, they are further assessed to determine how well they meet the position's minimum qualifications and the agency's immediate needs. Applicants should possess the following:

High School Diploma or GED.
Three (3) years of clerical and computer experience.

SNRHA utilizes Criteria for online employment testing. Successful candidates will be invited via email to participate in the testing for further consideration in the recruitment process. Failure to participate in the testing is considered a withdrawal by the candidate.

Preferred Qualifications

Preferred qualifications are desired qualifications above and beyond minimum qualifications that demonstrate additional education, experience, training, or other credentials. Preference may be given to applicants who possess the following 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, but are not limited to, a cover letter and 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 (702.477.3170).

Compensation details: 43328.68-69267.32 Yearly Salary

PI9c6ddce4ad89-37437-38462054

Southern Nevada Regional Housing Authority

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