Customer Service Representative

7 days ago


Kensington, Maryland, United States Housing Opportunity Com Full time
Job Description

Job Summary:

The Housing Opportunity Commission (HOC) is seeking a highly skilled Customer Relationship Specialist to join our team. As a key member of our Call Center team, you will be responsible for providing exceptional customer service to applicants, residents, landlords, vendors, and external stakeholders.

Key Responsibilities:

  • 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.

Requirements:

  • Minimum of three years experience in customer service and/or front desk environment.

  • Experience using Customer Relationship Management or equivalent systems.

  • High school diploma or equivalent certificate of completion.

  • Knowledge of public housing program regulations, in particular, HCV and PBV programs.

  • 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 report to work on time.

  • Great 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.

What We Offer:

  • Competitive salary range: $47,555 - $76,380.

  • Equal opportunity employer committed to diversity and inclusion in the workplace.

  • Drug-free workplace.

  • Criminal background checks, employment reference checks, and driving records review.



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