Call Center Representative

15 hours ago

Remote, Oregon, United States Nan Mckay & Associates Full time

JOB DESCRIPTION 

POSITION: Call Center Representative I

SUPERVISOR:  Team Supervisor

STATUS: Non-Exempt, Tem Assignment 

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.


8:00AM-5:00PM PST Monday-Friday

Position is temp and the range is tentatively 12/01/2025-03/06/2026

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