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.

• Bachelor’s degree in related field or equivalent work experience.
• 5-7 years of relevant professional experience required.

Job Summary

Education and Experience Requirements

Essential Duties and Responsibilities :

• Oversee the daily operations of a contact center team to ensure performance metrics are met.
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
• Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor contact center compliance with ISO standards.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
• Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.

Minimum Requirements :

• Bachelor's degree in related field required.
• 5-7 years of relevant professional experience required.

MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

Join the excitement and become part of our thriving organization!

We are seeking Claims Call Center Specialists for our growing insurance company!

First Chicago Insurance Company provides a competitive benefits package to all full- time employees. Following are some of the perks First Chicago employees receive :

• Competitive Salaries
• Commitment to your Training & Development
• Medical and Dental
• Telemedicine Benefit
• 401k with a generous company match
• Paid Time Off and Paid Holidays
• Tuition Reimbursement Training Programs
• Wellness Program
• Fun company sponsored events
• And so much more!

The Claims Call Center Specialist will be responsible for the intake of initial reports of losses. They will provide customers with initial information regarding the claims process and refer insureds and claimants for estimates if coverage is applicable.

This position is a full-time position reporting on-site to our headquarters in Bedford Park, about one mile south of Chicago Midway Airport.*

DUTIES & RESPONSIBILITIES :

• Record accident facts as reported by insured's and / or claimants. Verify coverage, recognize potential coverage issues, refer insured's / claimants for estimates and route calls to the appropriate claim's units based on the loss information reported.
• Assist adjusters by directing customers through the claims process and answering claims related questions.
• Develop a basic understanding of the insurance policy in order to answer policy inquiries as they pertain to losses.
• Contribute to maintaining call volume commensurate with unit objectives.
• Assist in handling of various, on-going responsibilities of the unit inclusive of unmatched mail, process tow bills, ordering police reports, mailing claim checks, etc., as needed.
• Work on special projects as directed.

QUALIFICATIONS REQUIRED :

• High School Diploma or Equivalent
• Prior customer service experience.
• Excellent phone communication skills.
• Solid organizational and interpersonal skills.
• Good typing / data entry skills (min. 30 wpm)
• Good PC skills.
• Insurance experience is a plus!

Job Posted by ApplicantPro

Call Center Representative job profile

Call Center Representatives are general responsible for handling large amount of customer calls. Their main responsibility is to provide all the necessary answer and assistance to customers ensure customer satisfaction.

In order to attract Call Center Representative that best matches your needs, it is very important to write a clear and precise Call Center Representative job description.

Call Center Representative job description

We are looking for a Call Center Representative to join our team! As a Call Center Representative, you will be the main liaison between our company and current and potential customers. T

You main goal will be to effectively address customer issues, complaints and inquiries in a timely manner.

Call Center Representative duties and responsibilities

• Manage inbound and outbound customer calls in a timely manner
• Identify customers’ needs and wants, give your best to clarify information
• Research every issue and provide solutions to them
• Recognize opportunities to upsell our products and services
• Follow our company's communication scripts
• Keep records of all conversations in our call center database in a comprehensible way
• When assigned, attend educational seminars
• Build strong relationships with customers
• Follow our customer engagement strategy
• Meet qualitative and quantitative targets

Call Center Representative requirements

• Previous experience in a customer support role
• Track your own work on a daily basis and compare to banchmarks
• Strong phone and verbal communication skills
• Excellent listener
• Adaptable to different personality types
• Familiarity with CRM technology
• Customer focus
• Ability to multi-task
• Set priorities
• Excellent time management skills
• High school degree

Req ID : 243291

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Call Center Senior Associate to join our team in Chicago, Illinois (US-IL), United States (US).

The person in this role will serve as a Customer Care Associate working in office face to face with customer. Primary duties will include :

Respond to customer contacts via inbound calls, assist customer in person, service system emails and process written correspondence Full payment Certificate.

Educating customer on their account and billing question, concerns and request.

Promote positive customer relations while maintain the highest standards of ethics, quality and service.

Log issues in Customer Service Tracker system (CIT Tracker).

Tracking each issue requires logging (if applicable) business information, name, account number, and details.

Provide proper resolution that fully meets all City Policies, Procedures and Protocols.

Research and analyze inquiries taking appropriate action in resolving their billing situation.

Required Skills :

Minimum of one year experience working in call center interacting face to face with customers

Minimum of one year experience resolving billing issues.

About NTT DATA Services

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.

We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.