Customer Experience Specialist

Job Description

Job Description

We are looking for a Customer Experience Specialist in New Orleans, Louisiana to support a non-profit organization serving the community through responsive, high-quality customer service. This contract position is ideal for someone who can manage a high volume of resident and client interactions across phone, email, and web-based systems while maintaining accuracy and consistency. The individual in this role will help resolve inquiries, guide customers through housing-related processes, and contribute to a positive service experience across multiple communication channels.

Responsibilities:

• Respond to incoming customer questions by phone and email, providing timely and detail-oriented support for a wide range of service needs.

• Navigate multiple browser-based systems to research account details, document interactions, and deliver accurate information to customers.

• Assist residents and applicants with supportive housing recertification steps, ensuring required information is communicated clearly and completely.

• Support inquiries related to affordable housing programs, including LIHTC-associated processes, with a strong focus on service quality and compliance.

• Maintain detailed and organized records of customer communications, follow-up actions, and issue resolution activities.

• Coordinate with internal teams to escalate complex concerns and help drive efficient solutions for customers.

• Deliver a customer-focused experience that builds trust, resolves issues effectively, and reflects the mission of the organization.

• Experience in call center or customer service environments with a strong commitment to professionalism and responsiveness.
• Ability to handle email correspondence clearly, accurately, and with appropriate tone.
• Proficiency working across multiple browsers and web-based platforms at the same time.
• Background in customer success, client support, or a similar service-oriented role.
• Familiarity with supportive housing recertification processes is preferred.
• Knowledge of affordable housing programs, including LIHTC, is strongly valued.
• Strong organizational skills and attention to detail when managing customer records and follow-up tasks.