Customer Service Representative

Position :

• Customer Service Representative  Reports To :  Senior Manager, Customer Service Department :   Housing Choice Voucher Program   Position Summary  The Customer Service Representative I is responsible for answering incoming telephone, walk-in, or website inquiries that are generated by Housing Choice Voucher Program Participants, Landlords, external stakeholders and the general public.
• The Customer Service Representative I is responsible for providing prompt and courteous service, all while providing accurate information through a first-touch resolution approach.
• On average the team receives 12,000 calls per month and 3,000 walk-ins per month.   Essential Duties and Responsibilities Provides excellent customer service to all customers and landlords participating in the Housing Choice Voucher Program (HCVP); responds to inquiries and requests from customers, landlords and the general public in a timely manner through first touch resolution at all times.
• Identifies, researches, and resolves customer inquiries using information provided by the customer database records, other resources on the computer system, and relevant and available documentation.
• Reviews and accepts incoming landlord and participant documents as necessary.
• Ensures documents are accurately sorted and prepared for pickup by respective CSG teams.
• Successfully escalates any critical or emergency issues to team lead, manager or director of appropriate area for follow up and resolution.   Education / Experience Some college with coursework in Business Administration or Human Services required Bachelor’s Degree with concentration in social work, human / social services or related field required 3+ years’ experience with social services programs in a case management capacity Knowledge & Skill Requirements Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to interface effectively with all levels of company employees and private sector business partners.
• Superb organization and administrative skills and a highly proficient use of Microsoft Office products.
• Must be able to function in an environment of multiple and possibly shifting priorities.
• Accuracy is required in performing all functions of this position.
• Must demonstrate good judgment, tact and diplomacy in dealing with internal and external customers.

Personal initiative and drive is extremely valuable.   Working Conditions :