Customer Service Representative I

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 if possible.

• 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.

• Successfully navigates proprietary software system to verify customer status and then updates/notates the database with details of current interaction.

• Reviews and accepts incoming landlord and participant documents as necessary.

• Assures that all correspondence issued is correct and accurate; requests appropriate forms or any requested required paperwork be mailed in a timely manner.

• Requests and/or assigns tickets in the Case Tracking System.

• Identifies, documents, and alerts team lead of trends in customer inquiries and recommends process improvements and measures to increase operational efficiency.ri

• Successfully expedites any critical or emergency issues to team lead, manager or director of appropriate area for follow up and resolution.

• Performs all other related duties as assigned.

Education and Experience

High school diploma or equivalent is required. Some college coursework preferred

At least three years of experience in an inbound call center environment responding to requests for customer assistance required. Work requires superior verbal and written communication skills, organizational skills and demonstrated proficiency in the use of current office technology and software application(s) on a regular basis.

Demonstrated proficiency with call center metrics is required.

Knowledge and Skill Requirements

Must be able to function in an environment of multiple and possibly shifting priorities.  A high degree of accuracy is required in performing all functions of this position. 

Working Conditions:

Generally works in office environment.  Must be able to sit and stand for long periods of time.  Must be able to work in a deadline-focused and fast-paced environment.  Occasional overtime as required to meet workload demands.