POSITION: Customer Service Representative 

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. 

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. 

• Receive and respond accurately and professionally to customer inquiries/concerns received via telephone, email or office visit. 
• Research and explore caller answers.
• Identify and escalate unresolved inquiries to management. 
• Accurately and thoroughly record all interactions in the PHA system of records; Elite and Podio.
• Defuse and deescalate irate customers as to ensure great customer experience. 
• Verify and update customer information in the PHA system of record, Elite.
• 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 within 120 days of employment. 
• Perform duties quickly & efficiently as it’s a fast-paced environment.
• Take in/scan/upload documents onto PHA system.
• 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. 
• Ability to communicate effectively both orally and in writing is required (bilingual English/Spanish or English/Creole preferred).
• Strong typing and computer skills with knowledge of Microsoft Office products is required. 
• Strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.