What are the responsibilities and job description for the Call Center Representative position at Nan McKay & Associates?
JOB DESCRIPTION
POSITION: Call Center Representative I
SUPERVISOR: Team Supervisor
STATUS: Non-Exempt
SUMMARY: This position is responsible for providing high quality customer service by receiving incoming calls, answering questions, solving problems, and providing program information to clients.
SUPERVISION RECEIVED AND EXERCISED: Operates under the direct general supervision of a Supervisor. The Call Center Representative exercises no supervision over other employees.
ESSENTIAL DUITES AND RESPONSIBILITES:
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.
- Handle all customer contacts by phone accurately and professionally.
- Respond to all the customer’s inquiries and probe accordingly as to provide a first contact resolution.
- Inform and educate participants on various program process, and timelines.
- Research required information using available resources and knowledge.
- Accurately and thoroughly record call log notations in the system of record.
- Educate participants on program requirements and family obligations.
- Inform participants of changes to housing assistance payment and tenant rent calculation.
- Communicate concerns between owners, tenants, and the Public Housing Authority (PHA) through account notations.
- 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.
- Ensure regular attendance and punctuality.
- Obtain certification in Housing Choice Voucher Basics
- Perform other duties as assigned.
DESIRED QUALIFICATIONS:
- High School Diploma is required.
- 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 or community service is preferred.
- Ability to apply regulations pertaining to the program.
- Ability to communicate effectively both orally and in writing is required.
- Excellent interpersonal skills necessary for conducting HCVP Participant interviews is required.
- Strong computer and organizational skills required to prioritize tasks and demands and consistently deliver work product on time is required.
