Call Center Representative
3 weeks ago
JOB DESCRIPTION
POSITION: Call Center Representative I
SUPERVISOR: Team Supervisor
STATUS: Non-Exempt
SUMMARY: This position is responsible for providing high quality customer service by receiving incoming calls, answering questions, solving problems, and providing program information to clients.
SUPERVISION RECEIVED AND EXERCISED: Operates under the direct general supervision of a Supervisor. The Call Center Representative exercises no supervision over other employees.
ESSENTIAL DUITES AND RESPONSIBILITES:
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.
* 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 Public Housing Authority (PHA) 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 PHA 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.
DESIRED QUALIFICATIONS:
* High School Diploma is required.
* 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 or community service is preferred.
* Ability to apply regulations pertaining to the program.
* Ability to communicate effectively both orally and in writing is required.
* Excellent interpersonal skills necessary for conducting HCVP Participant interviews is required.
* Strong computer and organizational skills required to prioritize tasks and demands and consistently deliver work product on time is required.
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