Call Center Representative

Customer Service Representative 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. Operates under the direct general supervision of a Supervisor; the Customer Service Representative exercises no supervision over other employees. 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 escalate 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 escalate 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 $17.50 Per Hour Nan McKay & Associates