Customer Relations and Community Engagement Manager

At Quadel, we believe great work starts with great people. That’s why we focus on building teams that care deeply about the communities we serve and the colleagues we work beside every day. We’re currently seeking dedicated professionals who are ready to grow with us and help drive our mission forward.

JOB SUMMARY
The Customer Relations and Community Engagement Manager is responsible for developing, implementing, and overseeing strategies that enhance customer service, resident satisfaction, and community engagement across the organization. This position ensures that participants, applicants, landlords, and community stakeholders receive responsive, respectful, and effective service. The Manager leads initiatives to improve communication, resolve concerns, and strengthen partnerships while ensuring compliance with policies established by the U.S. Department of Housing and Urban Development and the PHA.

DUTIES AND RESPONSIBILITIES

• Develop and implement customer service strategies for the Housing Choice Voucher (HCV) program that aligns with PHA policies, HUD requirements, and performance metrics.
• Design and execute communication strategies to enhance transparency, accessibility, and stakeholder engagement.
• Ensure all communications are clear, accessible, and compliant with HUD requirements, including Limited English Proficiency (LEP) and fair housing standards.
• Monitor HUD publications and communication for impact on HCV program operations.
• Oversee the development of participant notices, newsletters, website content, and social media communications.
• Establish and maintain strong relationships with Housing Providers and community stakeholders to support program participation and expansion.
• Oversee day-to-day customer relations functions, ensuring high-quality service delivery to participants, applicants, and Housing Providers.
• Train, coach, and supervise staff on customer service best practices, de-escalation techniques, and cultural competency.
• Establish and manage a formal complaint tracking and resolution system to ensure timely and effective issue resolution.
• Lead efforts to resolve escalated customer concerns, complaints, and disputes, including complex or sensitive cases involving participants, applicants, landlords, and the public.
• Monitor customer satisfaction and engagement metrics; analyze trends and implement continuous improvement initiatives.
• Analyze complaint and service data to identify systemic issues and recommend corrective actions.
• Collaborate with internal departments to ensure consistent service delivery and alignment across programs.
• Coordinate and lead community meetings, briefings, and outreach events to increase program awareness and participation.
• Represent the organization at public meetings, resident councils, and community forums.
• Promote positive relationships with HCV participants and Housing Providers, including property owners and landlords.
• Develop and implement landlord outreach, recruitment, and retention strategies to support program utilization and expand housing availability.
• Ensure clear and consistent communication of program rules, updates, and opportunities to all stakeholders.
• Support crisis communication efforts during emergencies or significant program changes.
• Track and report on key customer service performance indicators, including response times, complaint resolution rates, and satisfaction metrics.
• Use data and performance insights to inform strategic planning and drive continuous improvement.
• Supervise customer service and community engagement staff, including hiring, training, performance evaluation, and disciplinary actions.
• Foster a culture of accountability, professionalism, and customer-focused service excellence.

SUPERVISORY RESPONSIBILITIES

• Directly supervises employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

• Three or more years of experience in a senior-level role within a housing authority, public agency, nonprofit, or customer-facing service environment.
• Working knowledge of HUD programs, including Housing Choice Voucher (HCV) and Public Housing, or closely related social service programs.
• Exceptional verbal and written communication skills, with the ability to engage professionally with diverse populations and government stakeholders.
• Strong conflict-resolution skills and the ability to manage sensitive situations calmly and effectively.
• Proficiency with Microsoft Office applications and experience using case management or database systems.
• Ability to obtain Housing Choice Voucher Specialist certification within the required timeframe.
• Proficiency in written and spoken English is required to effectively communicate with customers, team members, and management.
• Professional working proficiency in Spanish/Creole a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Occasionally/required to lift/push/carry items up to 25lbs.

Quadel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other protected status under applicable law.

Quadel complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities throughout the hiring process.

Employment is contingent upon successful completion of pre‑employment requirements, which may include background screening, pre-employment drug test and verification of credentials.

This job description reflects the general nature of the position and is not an exhaustive list of duties or responsibilities.