Call Center Representative

Housing Choice Voucher Program Customer Service Representative

The primary purpose of this position is to provide exceptional customer service to Housing Choice Voucher Program participants, owners, applicants, and other concerned parties by responding to inquiries regarding Housing Choice Voucher Program general information, rules, regulations, policies, and procedures. Disseminates accurate program information and assists in resolving problems and complaints in a timely manner in accordance with HUD regulations and HABC policies and procedures. The position requires frequent in-person interaction with clients/visitors to provide assistance and resolve issues in a professional environment. Performance of the duties requires excellent written and verbal communication skills.

All activities must support the Housing Authority of Baltimore City ("HABC" or "Authority") mission, strategic goals, and objectives.

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner
• Greet clients and visitors in a professional, courteous, and welcoming manner while maintaining visitor sign-in procedures and ensuring compliance with security protocols
• Provide accurate information regarding programs, services, policies, and procedures
• Document all customer interactions, inquiries, complaints, and resolutions in the appropriate system
• Route calls and issues to the appropriate department or staff member when necessary
• Maintain confidentiality of customer information and comply with agency policies and regulations
• Meet established productivity, quality assurance, attendance, and customer service standards
• Utilize agency software systems, databases, phone systems and Microsoft Office applications effectively
• Handle difficult or escalated calls professionally while maintaining composure and excellent customer services
• Monitor assigned queues, emails, and customer inquiry systems daily and respond within required timelines
• Receive, sort, review, log, distribute, and process incoming and outgoing mail
• Support administrative staff with clerical duties, data entry, filing, and document management.
• Perform other duties as assigned.

High School Diploma and 30 credit hours of college coursework. Bachelor's degree preferred in a related field and a minimum of 2 years of experience in a customer support role. An equivalent combination of education, training, and experience may be considered.

• Possession of a valid Maryland driver's license.
• Must be able to be covered under the Authority's vehicle insurance policy.

Availability to work some evenings and weekends as needed. Successful completion of a pre-screening investigation, including verification of employment history and education credentials. A 6-month probationary period applies to this full-time permanent position.