Call Center Representative
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POSITION: Customer Service Representative
SUPERVISOR: Customer Service Supervisor
STATUS: Non-Exempt
DEPARTMENT: Call Center
SUMMARY
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.
SUPERVISION RECEIVED AND EXERCISED:
Operates under the direct general supervision of a Supervisor; the Customer Service
Representative exercises no supervision over other employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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
DESIRED QUALIFICATIONS:
High 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.