POSITION: Customer Service Representative

SUPERVISOR: Customer Service Supervisor

STATUS: Non-Exempt

DEPARTMENT: Call Center

SUMMARY

The position duties include a wide

range of call center activities related to providing Customer service to

Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

SUPERVISION RECEIVED AND EXERCISED:

Operates under the direct general

supervision of a Supervisor; the Customer Service

Representative exercises no supervision

over other employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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. Other duties may be assigned.

* Receive and respond accurately and

professionally, to customer inquiries/concerns

received via

telephone, email or office visit.

* Respond to all of the customer's inquiries

utilizing all available resources and program knowledge; researching and

exploring answers

* Identify and escalate unresolved inquiries to

management

* Accurately and thoroughly record all interactions

in the PHA system of record

* 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

* Obtain certification in Housing Choice Voucher

Basics within 120 days of employment

* Ensure regular attendance and punctuality

* Perform other duties as assigned

DESIRED QUALIFICATIONS:

High School Diploma; 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, community service,

customer service and/or call center

environments.

Must be able to communicate effectively

both orally and in writing (bilingual

English/Spanish or English/Creole

preferred); possess strong typing and computer skills

with knowledge of Microsoft Office

products; possess strong organizational skills required to prioritize tasks and

demands and consistently to deliver work product on time.

$15.00 per hour