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.