Call Center Representative

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.