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Frankfort

    Customer Service Rep - Frankfort, United States - Nan McKay & Associates

    Nan McKay & Associates
    Nan McKay & Associates Frankfort, United States

    1 month 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.

    $14.00 per hour
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