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Customer Call Center Specialist

4 months ago

Richmond, United States Richmond Redevelopment & Housing Authority Full time
Job DescriptionJob DescriptionThe primary purpose of this position is answering incoming customer calls, utilizing company policies to solve customer issues and directing calls to the appropriate managerial team when necessary. Our Call Center Specialist are often the first point of contact for customers' inquiries about housing and Richmond Redevelopment and Housing Authority (“RRHA” or “Authority”) Services issues, so individuals in this role must have a commitment to customer satisfaction and the ability to make quick and accurate decisions. Customer Call Center Specialist will be evaluated on call quality, the ability to resolve customer issues during the first call (first call resolution) and call occupancy which is the time engaged in helping customers versus idle time. All activities must support the Richmond Redevelopment and Housing Authority mission, strategic goals, and objectives. The Customer Call Center Specialist is a highly supervised administrative role that will report to the Program Eligibility and Call Center Manager in the HCVP/TSO department.

Essential Duties and Responsibilities
The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

Answer incoming customer phone calls expeditiously following outlined protocols;
Take appropriate action for each call, where possible resolving inquiries on the first call;
Respond to customer calls in a courteous manner that conveys empathy and compassion for the customer situation.
Become knowledgeable of responses needed to answer inquiries related to Low Income Public Housing (LIPH) and the Housing Choice Voucher Program (HCVP);
Follow up on inquiries that were transferred to ensure they have been resolved;
Maintain customer satisfaction ratings based on explicit criteria set forth by the Authority;
Attend mandatory training sessions to stay current on Authority policies and practices;
Use established scripts and policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input;
Follow through on commitments made to customers while on the telephone.
Input data into the Authority computer system to document the details of calls

Behavioral Competencies
This position requires the incumbent to exhibit the following behavioral skills:

Job Knowledge:
Develops self in role by engaging in external and internal development opportunities;
Seeks assignments that provide opportunities to deepen job knowledge;

Customer Service:
Applies appropriate quality assurance procedures to own work;
Demonstrates a basic understanding of what it means to be responsible for helping fulfill client needs;
Demonstrates a positive attitude about fulfilling client needs;

Effective Communication:
Is self-aware, accurately assesses how their communications skills affect how they are perceived by others;
Willingly shares own point of view,
Maintains a positive attitude;
Chooses to see the best in others and give them the benefit of doubt;

Initiative:
Is confident in expressing questions, concerns, ideas, and opinions;
Embraces the application of new methods, processes, procedures, tools and/or techniques

Responsiveness and Accountability:
Builds trust by consistently meeting commitments;
Accurately evaluates own performance and demonstrates ownership for development;

Teamwork:
Contributes positively to team discussions; and
Supports other team members in achieving team goals.

Job Competencies

Experience working in a high volume call center environment or front lobby reception area with multi-line telephone system;
Demonstrated customer service and interpersonal skills;
Knowledge of modern office practices, procedures and equipment and business English, spelling and arithmetic;
Proficiency with Microsoft Applications Word, Excel, Outlook and PowerPoint to develop and present information in a professional and accurate manner;
Ability to understand and follow oral and written instructions;
Ability to read and understand information and ideas presented in writing to communicate information and ideas in writing so others will understand;
Ability to learn and develop skill in the operation of office equipment and machines;
Ability to make routine decisions in accordance with procedures, policies, laws and regulations;
Ability to establish and maintain harmonious, cooperative and professional working relationships with others employees and the general public;
Ability to effectively exchange information with customers, supervisors and co-workers, in written form, e-mail, or in person;
Ability to provide customer service in professional manner anticipating and meeting customer needs in a responsive and timely manner; and
Ability to operate appropriate Agency computer equipment and software packages.

Education and/or Experience

Position requires Graduation from high school with a diploma or a GED program
One year of work experience in customer service or front desk reception.

Technical Skills
To perform this job successfully, the employee should have strong computer skills (e.g. MS Word, Excel, PowerPoint, and Outlook). Must have the ability to learn other computer software programs as required by assigned tasks.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; reaching and grasping; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to exchange information in person, in writing, and via telephone. The employee must occasionally transport up to 10 pounds.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment. The noise level in the work environment is moderate.

EEO Statement: RRHA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal. State or local laws.