Call Center Representative

POSITION: Customer Service Representative SUPERVISOR: Customer Service Supervisor STATUS: Non-Exempt DEPARTMENT: Call Center

SUMMARY

The position duties include a wide range of call center activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

SUPERVISION RECEIVED AND EXERCISED

Operates under the direct general supervision of a Supervisor; the Customer Service Representative exercises no supervision over other employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned. Receive and respond accurately and professionally, to customer inquiries/concerns received via telephone, email or office visit. Respond to all of the customer’s inquiries utilizing all available resources and program knowledge; researching and exploring answers Identify and escalation unresolved inquiries to management Accurately and thoroughly record all interactions in the PHA system of record Defuse and deescalate irate customers as to ensure great customer experience Verify and update customer information Identify and escalation priority issues Perform data entry into SharePoint, and PHA business system Provide excellent customer service to participants, landlords, co-workers, clients and Vendors Obtain certification in Housing Choice Voucher Basics within 120 days of employment Ensure regular attendance and punctuality Perform other duties as assigned

DESIRED QUALIFICATIONS:

High School Diploma; Education equivalent to a two-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field preferred; Alternatively, a minimum of two years of progressively responsible work experience for a public agency, or related work in the social service, community service, customer service and/or call center environments. Must be able to communicate effectively both orally and in writing (bilingual English/Spanish or English/Creole preferred); possess strong typing and computer skills with knowledge of Microsoft Office products; possess strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time. $17.50 Per Hour #J-18808-Ljbffr Nan McKay and Associates