Call Center Specialist

TITLE:                                    Emergency Rental Assistance Program (ERAP) - Call Center Specialist (Bilingual)

POSITION TYPE:                  Full-Time, Salaried Position, At-Will, Exempt Position

SUPERVISOR:                      Homeless Prevention Manager

POSITION SUMMARY:  

Serve as The Community Partnership’s primary point of contact to assist applicants

seeking assistance through the District of Columbia Department of Human Services

(DHS), Emergency Rental Assistance Program (ERAP) Call Center. Most applicants

applying for ERAP will do so via DHS website using the .Net application. However, a

small percent of applicants who are not comfortable with technology or do not have 

access to a smart phone, desktop, or laptop to apply, will require a different level of

assistance application intervention. In addition, applicants with access to the .Net 

application system, may also contact the Call Center to inquire about their application

status.

SALARY:  $40,000.00 - $50,000.00 (Depending on Experience)

ESSENTIAL POSITION FUNCTIONS INCLUDE THE FOLLOWING:

• Assist applicants by completing ERAP assistance application for them while on the phone
• Check application status including documents that may be missing
• Refer applicants who applied online to ERAP website or emails via IVR language and by worker 
• Applicants who were denied, refer denial notice regarding next steps
• Refer landlords to their tenants for status updates
• If applicant has an open application, use call log to escalate to CBO case processor who has claimed that application or recommend that applicant email or call the case processor directly.
• Inform applicants in abandoned case status of status definition, and next steps
• Other duties as assigned, as deemed appropriate 

QUALIFICATION REQUIREMENTS:

The requirements listed below are representative of the knowledge, skill and/or ability required, though persons who feel they meet some but not all criteria are encouraged to apply. 

EDUCATION/QUALIFICATIONS

• Diploma or General Equivalency Diploma (GED) and or (2) two years’ experience in administrative work, experience in customer service as well as homeless service experience.
• Bilingual in English and Spanish a plus.

• Prior call center experience is a plus.

REQUIRED SKILLS AND ABILITIES

• Excellent communication skills, to include ability to communicate clearly in writing and verbally to a wide range of audiences (customers, co-workers, managers, the public, stakeholders, etc.) face-to-face, virtually, or via telephone or other communication devices to elicit information
• Perform responsibilities with the required customer service standards
• Excellent listening skills to be able to construe information extracted from customers
• Ability to be patient, pleasant, courteous, and maintain professionalism 
• Ability to make decisions independently, consistent with law and established procedures
• Proficient in Microsoft Office suite or similar suites, inclusive of using Word, Excel, and Outlook, and the use of database systems
• Ability to manage documents and maintain records
• Outstanding organizational skills and ability to effectively prioritize and manage multiple tasks at the same time
• Ability to conduct self-directed work as well as function well as part of a team
• Ability to work well in a fast-paced environment while still paying great attention to details
• Ability to perform basic mathematics, sufficient to perform simple calculations and interpret data
• Ability to work as scheduled and/or required

APPLICATION PROCESS

• Apply for this position through the TCP career center Recruitment (adp.com)
• Your response to this job announcement may be considered for other similar available positions within The Community Partnership.
• Bilingual candidates are encouraged to apply.
• No phone calls

TCP has a mandatory COVID19 Vaccination (and booster) Policy.  On your first day of employment, you will be required to produce a COVID19 Record of Vaccination or other documentation to prove to TCP that you have been fully vaccinated from the coronavirus.  Further, TCP Employees must also follow all health and safety protocols established by TCP to help maintain a safe workplace.

The Community Partnership for the Prevention of Homelessness is an equal opportunity employer, committed to nondiscrimination in recruitment, selection, hiring, pay, promotion, retention, or other personnel actions affecting employees or applicants for 

employment.  Personnel decisions shall be based on merit and the ability to perform the essential functions of the job, with or without reasonable accommodation.

 If you have any questions about our company policies or your rights as an applicant or require a reasonable accommodation, please contact our Office of the General Counsel at 202.543.5298 (ext. 307). 

Salary : $40,000 - $50,000