Call Center Representative

Full-time

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.

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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

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ESSENTIAL DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and scope of work

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Other duties may be assigned.

Receive and respond accurately and professionally, to customer inquiries / concerns

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Must be able to communicate effectively both orally and in writing (bilingual

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We are sorry. The job offer you are looking for is no longer available.
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  • 5-7 years of relevant professional experience required.

Job Summary

Education and Experience Requirements

Essential Duties and Responsibilities :

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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.

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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.

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