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    Call Center Representative - Chicago, United States - Nan McKay

    Nan McKay
    Nan McKay Chicago, United States

    5 days ago

    Default job background
    Description

    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.

    $17.50 Per Hour
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