Customer Service Representative - Competition Number: 2026/27-018- 800844P

About NLHC

The Newfoundland and Labrador Housing Corporation (NL Housing) is a crown corporation whose mandate is to develop and administer housing assistance policy and programs for the benefit of low to moderate income households throughout the province. As the largest landlord in the Province, NL Housing manages a portfolio of over 5,500 units province-wide. The services provided by NL Housing provide clients with access to safe, stable and affordable housing, which is essential to the social, financial, and physical well-being of individuals, families and communities. There is a wide range of housing needs across the province, from those facing homelessness or at risk of homelessness, to low income households needing assistance to pay rent or complete much-needed repairs on their homes. For more information on our programs and services, and strategic priorities, please visit our website www.nlhc.nl.ca.

About the Department/Region

Context: The Central Regional Office maintains and supports all NL Housing rental properties in

the Grand Falls and Gander areas, as well as delivering a variety of programs designed for low

to moderate income households and homeowners. The region provides a wide range of

services, including receiving and processing rental applications; administering rental accounts

and lease compliance provisions; providing various client services and tenant relations; and

monitoring, facilitating and administering property maintenance. Regional staff members are

involved in the delivery of the Provincial Home Repair, Home Modification, Home Energy

Savings, Partner Managed Housing, and Rent Supplement Programs.

Position Details

Competition Number:2026/27-018- 800844P

Employment Type: 1 Permanent

Department/Region: Central Region

Location: Grand Falls Winsor

Posting Status: Internal/External

Closing Date: May 13th , 2026

Salary Scale: $52,062 to $57,616 per annum ($25.03 - $27.70 CG-26), 40-hour work week

Work schedules may vary periodically, in which case a shift differential will apply

Duties:

The incumbent will respond to telephone calls from Eastern and other regions, as well in-person enquiries from clients and the general public, regarding NL Housing programs and services. The goal of the position is to provide clients with the required information/resolution at the initial point of contact, which may include tasks such as scheduling maintenance calls and allocating work orders. This work will include entering, updating and maintaining information on the corporate IT systems for various programs including maintenance calls, applications for housing and other NL Housing programs, as assigned. The incumbent will effectively communicate policy and procedures, explaining any additional information that would be of benefit to the tenant or client, including callers who are potentially irate and/or frustrated. Using sound judgement, the incumbent will contact clients to request and/or provide information. The incumbent will make independent decisions that are consistent with corporate policies and procedures. Accurate records of customer interactions and transactions will be maintained. Other related work that includes, but is not limited to, administrative duties such as entering time sheets, leave, job tickets, purchase orders, contracts/awards, and filing, will be assigned as required.

Screening Criteria

Completion of a business/office administration diploma program (Equivalencies may be considered)

Experience in a client service environment

Experience in office administration work

Assessment Criteria

Knowledge of related programs

Knowledge of business application software (Microsoft Word, Excel, Outlook) and office procedures

Knowledge of office administration practices

Proficiency with document and work order management software

Ability to interpret and apply policy

Ability to record information accurately

Front line customer service skills

Ability to maintain time and tasks while working independently

Ability to effectively exchange information

Professionalism

Conditions of Employment

Conditions of Offer:

Acceptable Certificate of Conduct

Conditions of Acceptance

Willing to accept shift work

Applicant Information

This is a CUPE Local 1860 bargaining unit position and as per the Collective Agreement, applicants internal to the bargaining unit will be processed prior to other candidates.

Newfoundland Labrador Housing values diversity in the workforce and is an equal opportunity employer.

Newfoundland and Labrador Housing recognizes the need for work life balance and offers flexible work arrangements.

Disability related accommodations are available upon request at any stage of the recruitment process by contacting [email protected] or by calling (709) 724-3002.

Preference will be given to applicants who are legally entitled to work in Canada.

Applications should be received prior to midnight Newfoundland Standard time on the closing day.

The applicant is responsible for ensuring that the application submitted clearly demonstrates the required criteria. Applications that do not clearly demonstrate the required screening criteria will be screened out.

The applicant is responsible for ensuring that the application includes accurate and current contact information, including phone number, mailing and e-mail addresses.

All information submitted as part of this application must be factual, complete and current to date of submission. Successful applicants will be required to provide proof of stated credentials as part of the selection process.

This competition may be used to fill future similar vacancies with NL Housing.

Only successful applicants will be contacted for an interview.

Please note that applications will not be accepted in-person, by fax, email or mail at this time.