Customer Services Team Lead - Doral, United States - Nan McKay & Associates

Description

POSITION:
Customer Services Team Lead


SUPERVISOR:
Customer Service Supervisor


STATUS:
Non-Exempt

SUMMARY

The position duties include a wide range of activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

Lead Customer Service Representative functions as the technical expert on the program and processes for the assigned team. Takes on additional duties as
assigned, focused in the areas of general team support.

SUPERVISION RECEIVED AND EXERCISED:

Operates under the direct general supervision of a Supervisor; the Lead Customer Service Representative exercises no supervision over other employees but may act on behalf of or in the absence of the team supervisor.

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, fax, email, or client portal
Takes on higher levels of leadership on team
Act as a mentor to new and seasoned staff
Defuse and deescalate irate customers as to ensure great customer experience
Conduct percentage of quality control reviews for team
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 or other designated supporting systems
Verify and update customer information
Identify and escalate priority issues
Provide excellent customer service to participants, landlords, co-workers, clients and vendors
Ensure regular attendance and punctuality
Perform other duties as assigned
Complete HCV Specialist Certification exam within 180 days of employment

BEHAVIORAL COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:

Performance Excellence:

Set high standards of performance; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition.

Customer Service:

Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as customers.

Effective Communication:

Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing; demonstrate attention to, and convey understanding of, the comments and questions of others; and listen effectively.

Quality:

Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.

Responsiveness and Accountability:

Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work.

Integrity:

Must abide by strict ethical standards, integrity, objectivity and confidentiality when dealing with client, employee or financial information, and budget analysis and must avoid any personal conflicts of interest.

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 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.

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