Customer Service Representative

Customer Service Representative

Didlake, Inc. is a nonprofit rehabilitation services organization dedicated to creating opportunities that enrich the lives of people with disabilities. Since 1965, Didlake has served thousands of individuals with significant disabilities by providing training, job placement, employment opportunities, and day support services. We are proud to provide meaningful and purposeful work that supports independence and community inclusion.

As a Customer Service Representative, you will assist renters, homebuyers, and homeowners regarding their housing requests. This is a great opportunity to gain knowledge of HUD rental assistance programs and to learn about FHA Housing Administration (FHA) mortgage programs through ongoing training while delivering excellent customer service to connect others with program resources.

What You Will Do

• Respond to inbound calls, emails, live chat and voice mails following Standard Operating Procedures (SOP).
• Answers routine questions from the public on FHA mortgage programs and HUD properties.
• Utilize HUD systems (i.e. SMART, SFISnet, HERMIT) to assist appropriate callers following Privacy SOPs.
• Utilizes prepared scripts with little or no deviation.
• Enter accurate and detailed information in a Customer Relationship Management application, summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.
• Warm transfers calls that are not in the Knowledge Base to the applicable HUD department per SOP. Performs miscellaneous job-related duties as assigned.
• Deliver excellent customer service in a high-volume call center, including responding to customer complaints.
• Ability to effectively navigate a computer Customer Relationship Management System and other HUD Systems.

What You Bring

Education & Experience

• High school diploma or GED required.
• Minimum of two (2) years of experience in a high-volume contact center environment, including responding to customer complaints.
• Experience following SOPs and utilizing knowledge bases, FAQs, and internal support tools to provide accurate, consistent, and timely responses.
• Omnichannel call center experience; rental property management or mortgage servicing experience is preferred.

Skills & Abilities

• Must be able to work 11:30am – 8:00pm as needed based on customer demand.
• Ability to successfully obtain a Public Trust security clearance, which includes a credit check and background investigation.
• Excellent technical skills with the capability to navigate multiple computer systems and applications and utilize search tools to provide information to our clients.
• Excellent time management skills and dependability.
• Experience with MS Office (Outlook, Word, Teams).
• Strong written and verbal communication skills including telephone etiquette.
• Excellent customer service soft skills including handling upset customers.
• Keyboarding proficiency of at least 40 words per minute.

Why Join Didlake

• Be part of a mission-driven organization committed to creating opportunities for people with disabilities.
• Opportunities for professional growth and leadership development.
• A supportive and collaborative work environment.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans
• Health Reimbursement Account (HRA)
• Life Insurance/AD&D
• Short Term Disability
• Employee Assistance Program (EAP) for work and personal support
• 401(k) retirement plan with company match
• Paid time off awarded after every year of service
• Paid sick leave that begins accruing upon hire
• Employee Development Program (EDP)
• Paid holidays
• Direct deposit