Contact Center Associate

Contact Center Associate

The Contact Center Associate serves as the universal first point of contact for external stakeholders (participants, applicants, landlords, and the public) and internal agency staff. This hybrid role manages a high volume of omni-channel inquiries, seamlessly blending responsive public housing customer service with basic internal IT service desk intake and triage. Whether assisting a citizen navigating housing assistance or helping an internal employee log a technical blocker, this position is critical to maintaining operational continuity, data accuracy, and exceptional service delivery across the agency.

Essential Duties and Responsibilities

• Participant and Public Support
• Manage and resolve high-volume inquiries from participants, applicants, landlords, and the general public regarding housing programs.
• Provide accurate guidance on housing assistance eligibility, application processes, and available resources.
• Internal IT & Level 0 Service Desk Support
• Serve as the primary intake point for internal agency staff reporting hardware, software, or network issues.
• Perform basic Level 0 technical troubleshooting utilizing established knowledge base articles and scripts (e.g., active directory password resets, multi-factor authentication toggles, basic browser/access resolution).
• Data Integrity & Compliance
• Document all interactions, call outcomes, and technical tickets comprehensively and accurately within the appropriate system of record.
• Adhere strictly to contact center protocols, HUD compliance regulations, and internal IT data security policies.
• Inquiry Resolution and Call Management
• Respond to participant inquiries regarding program processes, case status updates, and agency policies.
• Document inquiry details, inquiries, and outcomes in the agency's systems.
• Route complex or case-specific inquiries to the appropriate department or staff member.
• Customer Service and Participant Experience
• Provide courteous, respectful, and professional service to all callers.
• Demonstrate empathy and patience when assisting individuals experiencing housing instability or challenging circumstances.
• Administrative Support
• Maintain accurate service requests and documentation.
• Support agency communication efforts by directing callers to appropriate forms, websites, or departments.
• Compliance and Confidentiality
• Protect the confidentiality of participant information in accordance with agency policies and applicable regulations.
• Adhere to Housing Authority procedures, HUD regulations, and internal service standards.
• Knowledge, Skills, and Abilities
• Strong empathetic customer service and professional verbal/written communication skills and technical aptitude with the ability to quickly learn and adapt to housing database platforms and IT ticketing software.
• Ability to strictly follow standardized technical troubleshooting trees, workflows, and communications scripts.
• Ability to navigate multiple systems and databases while assisting callers.
• Manage time worked effectively.
• Minimum Qualifications
• High school diploma or equivalent required.
• One (1) to three (3) years of experience in customer service, call center operations, public service, or help desk intake.
• Basic conceptual understanding of IT environments (e.g., user accounts, hardware peripherals, web applications) is highly preferred.

BENEFITS

• Health insurance
• FREE Dental insurance
• FREE Vision insurance
• Life insurance
• Healthcare flexible spending account
• Dependent Care flexible spending account
• Commuter flexible spending account
• Employee assistance program
• 401(k) Employer contribution of 6%
• Paid time off