Customer Service Rep

POSITION: Customer Service Representative

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SUPERVISOR: Customer Service Supervisor

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STATUS: Non-Exempt

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DEPARTMENT: Call Center

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SUMMARY

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The position duties include a wide
\n range of call center activities related to providing Customer service to
\n Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

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SUPERVISION RECEIVED AND EXERCISED:

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Operates under the direct general
\n supervision of a Supervisor; the Customer Service

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Representative exercises no supervision
\n over other employees.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

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The below statements are intended to
\n describe the general nature and scope of work

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being performed by this position. This
\n is not a complete listing of all responsibilities, duties and/or skills
\n required. Other duties may be assigned.

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• Receive and respond accurately and
\n professionally, to customer inquiries/concerns

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received via
\n telephone, email or office visit.

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• Respond to all of the customer’s inquiries
\n utilizing all available resources and program knowledge; researching and
\n exploring answers

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• Identify and escalate unresolved inquiries to
\n management

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• Accurately and thoroughly record all interactions
\n in the PHA system of record

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• Defuse and deescalate irate customers as to
\n ensure great customer experience

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• Verify and update customer information

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• Identify and escalate priority issues

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• Perform data entry into SharePoint, and PHA
\n business system

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• Provide excellent customer service to
\n participants, landlords, co-workers, clients and

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• Vendors

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• Obtain certification in Housing Choice Voucher
\n Basics within 120 days of employment

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• Ensure regular attendance and punctuality

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• Perform other duties as assigned

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DESIRED QUALIFICATIONS:

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High School Diploma; Education
\n equivalent to a two-year degree from a regionally

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accredited institution in Public
\n Administration, Social Science or a closely related field

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preferred; Alternatively, a minimum of
\n two years of progressively responsible work

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experience for a public agency, or
\n related work in the social service, community service,

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customer service and/or call center
\n environments.

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Must be able to communicate effectively
\n both orally and in writing (bilingual

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English/Spanish or English/Creole
\n preferred); possess strong typing and computer skills

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with knowledge of Microsoft Office
\n products; possess strong organizational skills required to prioritize tasks and
\n demands and consistently to deliver work product on time.

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$15.00 per hour