Customer Experience Specialist

SUMMARY

The Customer Experience Specialist for The Chicago Housing Authority Contact Center will be responsible for assisting our customers and clients in the Client Center via in person, telephonic, and digital communication. The ideal candidate will have a passion for assisting residents of Chicago with securing and maintaining affordable housing. As a Customer Experience Specialist for The Chicago Housing Authority, you will serve as a liaison between our customers and our internal departments, ensuring that each customer and client is assisted in a prompt and professional manner.

DUTIES AND RESPONSIBILITIES

• Assist customers and clients in a prompt, professional, and empathetic manner via in-person, telephonic, and digital communication.
• Maintain accuracy, quality, and empathy while working in a fast-paced environment.
• Assess customers’ needs and provide prompt feedback and resolution.
• Document each interaction with accuracy to ensure proper records are kept and maintained.
• Aide customers with navigating our online portals and applications via verbal direction and/or physical assistance.
• Collaborate with internal teams to address and resolve resident concerns, escalating issues as needed.
• Create, update, and analyze reports and dashboards to influence data driven decision making.
• Work with team and management to ensure department goals are consistently met.
• Meet and exceed individual daily, weekly, and monthly productivity goals aligned with your role.
• Provide each customer with an empathetic and patient experience consistent with The Chicago Housing Authority mission.
• Work closely with management to identify areas for improvement in customer experience and suggest solutions.
• Other duties as assigned by supervisor or designee.

EDUCATION AND ADDITIONAL REQUIREMENTS:

This position requires a minimum of a bachelor’s degree and at least two (2) years of call center experience, or the equivalent combination of education and a minimum of three (3) years of experience in a related field. Candidate will have empathy and patience in dealing with diverse backgrounds and varying needs. Strong verbal and written communication skills with the ability to convey information clearly and concisely. The ability to think outside the box and problem solve for first call resolution. Strong organizational skills and attention to detail. The ability to work independently and collaboratively in a team environment. Strong interpersonal skills and the ability to handle challenging situations with professionalism. Proven experience in customer service; public housing or social services preferred. The candidate will have active listening skills with the desire to deescalate situations with reason and empathy and the ability to be flexible and adjust to meet the business needs. Experience managing and updating customer information within a CRM system to ensure accurate and current data is required; Yardi and/or Salesforce strongly preferred. This position requires intermediate level proficiency with Microsoft Office Suite (e.g., Word, Power Point and Excel) and the ability to create and maintain Excel databases for efficient data organization.

This is a union position.

BENEFITS AT-A-GLANCE

• Vacation, Sick and Personal, competitive PTO package

• Medical (HMO, PPO, and No employee cost High-Deductible PPO) Dental, Vision, and Life Insurance

• Short-Term and Long-Term Disability Insurance

• Long-Term Care Insurance

• Pet Insurance

• Parking Transit

• Prepaid Legal Services

• Brightstar 529 College Savings Plan

• Identity Theft Protection

• Hospital Indemnity Insurance

• Voluntary Critical Illness Insurance

• Deferred Compensation Plan: Empower 457/401(a) with a 3% employer match

• Pension Plan: CHA makes contributions on behalf of the employee, along with the employee's 3% contribution; 100% vesting occurs after 6 years of continuous employment or opt-out of CHA's Retirement Plan and continues to participate in the Municipal Employees Annuity and Benefit Fund of Chicago

• Hybrid work schedule (position specific) This position may be eligible for remote work following a successful completion of a 90-day probationary period according to CHA’s established policies and procedures.

"Applications will be accepted for 30 days from the date of posting. However, the position may be closed at any point if a sufficient number of qualified applications are received.”

Salary Range: $60,000 - $65,000

Grade: 62U

FLSA: Non-Exempt

Union: Yes