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.