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Call Center Specialist

2 months ago

Chicago, United States JRA Management LLC Full time $17 - $18
Job DescriptionJob Description

This position is responsible for providing high quality customer service by receiving incoming calls, answering questions, solving problems, and providing program information to clients.

Employees of this role are expected to:

• Handle all customer contacts by phone accurately and professionally.

• Respond to all the customer’s inquiries and probe accordingly as to provide a first contact resolution.

· Inform and educate participants on various program process, and timelines.

• Research required information using available resources and knowledge.

• Accurately and thoroughly record call log notations in the system of record.

· Educate participants on program requirements and family obligations.

· Inform participants of changes to housing assistance payment and tenant rent calculation.

· Communicate concerns between owners, tenants, and the Chicago Housing Authority (CHA) through account notations.

• 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 CHA business system.

• Provide excellent customer service to participants, landlords, co-workers, clients, and vendors.

• Ensure regular attendance and punctuality.

• Obtain certification in Housing Choice Voucher Basics

• Perform other duties as assigned.

Company DescriptionWe are professional and efficient. We foster a teamwork oriented environmentCompany DescriptionWe are professional and efficient. We foster a teamwork oriented environment