Customer Service Rep

Customer Service RepresentativeThe 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 answersIdentify and escalate unresolved inquiries to managementAccurately and thoroughly record all interactions in the PHA system of recordDefuse and deescalate irate customers as to ensure great customer experienceVerify and update customer informationIdentify and escalate priority issuesPerform data entry into SharePoint, and PHA business systemProvide excellent customer service to participants, landlords, co-workers, clients and vendorsObtain certification in Housing Choice Voucher Basics within 120 days of employmentEnsure regular attendance and punctualityPerform other duties as assignedHigh 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.$14.00 per hour Nan McKay & Associates