Customer Service Representative

Customer Service Representative

Location: Milwaukee, Wisconsin Type: Contract To Hire Compensation: $21/Hour Contractor Work Model: Onsite Hours: 8a-5p, M-F

Overview: We're seeking a customer-focused professional to support participants, property owners, and managers within the Housing Choice Voucher Program. This role is perfect for someone who enjoys helping others, solving problems, and making a meaningful impact in their community. You'll thrive here if you're organized, empathetic, and great at communicating in a fast-paced, service-driven environment.

Responsibilities:

• Provide detailed explanations to clients regarding annual and interim recertifications, transfers, inspections, abatements, and other program activities.
• Notify internal teams when recertification appointments need to be scheduled.
• Guide voucher holders through the recertification process, outlining required documentation and next steps.
• Assist applicants with understanding their status in the intake process.
• Handle inquiries related to landlord/tenant issues and take appropriate steps toward resolution.
• Explain rent calculation processes and help clients understand how their specific rent amounts were determined.
• Respond to property owners and managers regarding rent reasonableness, rent adjustments, and related policies.
• Clearly communicate reasons for Housing Assistance Payment (HAP) contract terminations and advise on steps needed for reinstatement.
• Enter case notes and relevant data into internal systems accurately and promptly.
• Redirect non-program-related inquiries to the appropriate department or resource.
• Perform other duties as assigned by the Supervisor.

Qualifications:

• Bilingual in Spanish (highly preferred).
• High school diploma or GED required; some college or technical coursework preferred.
• Minimum of one year of customer service experience required.
• Experience in a high-volume inbound call center or customer service environment preferred.
• Strong communication, problem-solving, and multitasking skills.
• Ability to remain calm, patient, and professional when working with a demanding client population.
• Passion for helping people and contributing to housing stability within the community.