Customer Service Representative

Job Description

Job Description

Position: Customer Service Representative

Reports To : Senior Manager, Customer Service

Department: Housing Choice Voucher Program

Position Summary

The Customer Service Representative I is responsible for answering incoming telephone, walk-in, or website inquiries that are generated by Housing Choice Voucher Program Participants, Landlords, external stakeholders and the general public. The Customer Service Representative I is responsible for providing prompt and courteous service, all while providing accurate information through a first-touch resolution approach. On average the team receives 12,000 calls per month and 3,000 walk-ins per month.

Essential Duties and Responsibilities

• Provides excellent customer service to all customers and landlords participating in the Housing Choice Voucher Program (HCVP); responds to inquiries and requests from customers, landlords and the general public in a timely manner through first touch resolution at all times.
• Identifies, researches, and resolves customer inquiries using information provided by the customer database records, other resources on the computer system, and relevant and available documentation.
• Reviews and accepts incoming landlord and participant documents as necessary.
• Ensures documents are accurately sorted and prepared for pickup by respective CSG teams.
• Successfully escalates any critical or emergency issues to team lead, manager or director of appropriate area for follow up and resolution.

Education / Experience

• Some college with coursework in Business Administration or Human Services required
• Bachelor’s Degree with concentration in social work, human/social services or related field required
• 3+ years’ experience with social services programs in a case management capacity

Knowledge & Skill Requirements

• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to interface effectively with all levels of company employees and private sector business partners.
• Superb organization and administrative skills and a highly proficient use of Microsoft Office products.
• Must be able to function in an environment of multiple and possibly shifting priorities.
• Accuracy is required in performing all functions of this position.
• Must demonstrate good judgment, tact and diplomacy in dealing with internal and external customers.
• Personal initiative and drive is extremely valuable.

Working Conditions:

Works in an office environment. May require frequent bending, stooping, reaching and prolonged sitting. May require regular lifting usually not exceeding 2lbs.

Talantage, LLC is committed to presenting candidates that contribute to an organization’s culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our recruitment practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.

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