Customer Support Representative- Armenian

Customer Support Representative

The Customer Contact Center is the Housing Authority's newly developed customer communication and information center. The goal is to provide a positive customer support experience for our clients. The Customer Support Representatives (CSR) will answer all inquiries and give applicable referrals when necessary. Success will be met as a team by well-trained CSR to enhance skill sets with the support of management. The CSR will be empowered and trained with the necessary program and business systems knowledge to use good judgement to engage our clientele and resolve issues. The ideal candidate enjoys interacting with our clientele through the telephone (high volume), e-mail and/or in person and likes helping people. Professional and personal satisfaction is gained in knowing that our Clients, Residents and Owners received the very best assistance. You are energetic, polite, professional, good listener, patient and provide accurate and prompt service. Willing to go the extra mile to address concerns, resolve issues and build trust to meet customer service satisfaction and expectations with empathy. Have a good tone of voice and care on how information is delivered to assist our clientele. Leave behind preconceived notions about customer service delivery and seeing a new perspective from the customer's view.

Characteristics of the class: Positions allocable to this classification work under general supervision to provide front line support to clients and members of the public by providing helpful information, answering questions and responding to concerns. Incumbents must have considerable knowledge and understanding of HUD guidelines and Authority Manuals pertaining to the administration of housing programs.

• Provide front-line support to clients and members of the public who contact the Authority by phone, email, in person (if feasible and as needed) or alternative communication methods.
• Responsible for answering and responding to large volume of inbound and outbound calls on a daily basis.
• Follow communication "scripts", to the extent provided by management, when handling different topics.
• Identify and address clients' needs by explaining procedures, and answering questions, researching pending issues(s) and providing solutions and/or alternatives based upon the data in the system.
• Inform and apply Housing Authority policies and procedures.
• Navigate, view, and update records in all Housing Authority systems including Yardi, Elite, and OnBase.
• Identify and refer issues to supervisors or back-office staff, as needed.
• Update and maintain detailed records of all conversations in a comprehensible manner.
• Provides excellent customer service by adhering to standards and guidelines.
• Meet qualitative and quantitative targets.
• Performs other essential job-related duties as required.

Minimum Requirements High school diploma or equivalent and two (2) years of increasingly responsible experience providing customer service support to low-income people in fields such as public housing, social welfare, public health, employment service, counseling, vocational guidance, or a related field; an associates of arts degree from an accredited college may substitute for one year of experience. Must speak, read, or write Armenian to meet the minimum requirements.

• Proficient in relevant computer applications
• Experience in a call center environment
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately

Applications will be reviewed for relevant experience, education and training. Applications must be detailed and complete for proper evaluation. Resumes may be included but may not be submitted in lieu of application content. Only the MOST QUALIFIED APPLICANTS will be invited to the testing process, which may include any combination of oral, written and/or performance examination. Applicants must pass each phase of the testing process with a rate of 70% or higher to be placed on the "Certified List". The written examination for this position will occur on Wednesday, September 9, 2026. If you are invited to the examination process, you will receive an email from View email address on click.appcast.io no later than Wednesday, September 2, 2026. This will be your only notice. There will be no changes to the date(s) of the examination. Only applicants who have been placed on the certified eligibility list will be considered for job openings. Placement on the eligibility list is neither a guarantee of employment, nor is it an implied promise of work. All applicants referred from an eligibility list for selection interview(s) will be considered for the position; however, only the best-qualified applicant(s) may be selected. Candidates will start at STEP ONE of an eight step salary range unless there are special exceptions in accordance with the Personnel Rules. Testing Accommodations: If you require an accommodation due to a physical, mental or learning disability, please call View phone number on click.appcast.io or email View email address on click.appcast.io no less than 72 hours prior to testing date for special assistance. Special testing accommodations may be arranged if verification of the disability is provided by a physician, rehabilitation counselor, or other authority. Candidates who require a reasonable accommodation in any portion of the selection process should state their need in writing when submitting an application. We are an Equal Opportunity/Affirmative Action Employer. As a condition of new and continued employment, employees in this classification must participate in mandatory direct deposit of payroll. A copy of the Conflict of Interest Policy may be obtained by visiting our website.

Housing Authority of the City of Los Angeles, CA