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Customer Service Representative
2 months ago
The Customer Relations Specialist plays a vital role in providing exceptional customer service to applicants, residents, landlords, vendors, and external stakeholders. This position is responsible for staffing the front reception desk and fostering a professional, welcoming, and friendly environment.
Key Responsibilities- Disseminate information to the public about affordable housing programs and services offered by HOC within Montgomery County.
- Manage relationships between customers, potential customers, and other stakeholders.
- Communicate with internal and external partners to meet customer expectations.
- Use technology to track customers' issues and concerns until resolved.
- Address customer requests based on an understanding of HOC programs and services.
- Proactively offer solutions to address customer's issues and challenges.
- Follow up on issues and ensure all issues are resolved or escalated as appropriate.
- Craft written materials for use internally and externally to support the agency in providing consistent and clear guidance to customers.
- High school diploma or equivalent certificate of completion.
- Minimum of three years' experience in a customer service and/or front desk environment.
- Experience using Customer Relationship Management or equivalent systems.
- Knowledge of public housing program regulations.
- Interviewing and counseling skills.
- Detail-oriented and good interpersonal, customer service, and organizational skills.
- Ability to prioritize assignments to meet deadlines and be dependable.
- Reliable and able to report to work on time.
- Strong written and oral communication skills.
- Strong computer skills and ability to learn new technologies/web-based systems quickly.
- Microsoft Word and Excel experience required.
- Spanish is preferred.
HOC is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state, or local law.
