Call Center Representative

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.

$17.50 Per Hour

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person