Call Center Representative

At Stout, we’re dedicated to exceeding expectations in all we do – we call it Relentless Excellence ®. Both our client service and culture are second to none, stemming from our firmwide embrace of our core values: Positive and Team-Oriented, Accountable, Committed, Relationship-Focused, Super-Responsive, and being Great communicators. Sound like a place you can grow and succeed? Read on to learn more about an exciting opportunity to join our team.

General Purpose:  This individual will provide call center services in support of an operational change project servicing residents living in NYC public housing with mold, leaks, and excessive moisture conditions and thus having health challenges exacerbated by their living conditions.

Hours:  This is an hourly full-time position. All overtime must be pre-approved by the Manager. 8:30am - 5:30pm EST

Major Duties and Responsibilities:

• Conduct incoming and outbound telephone calls regarding service questions and general customer concerns

• Review data reports and communication tools to aid in the response to customer questions or concerns

• Record written summary of transpired communications into a customer service software

• Respond efficiently and accurately to calls, explaining possible solutions to ensure the caller and client feels supported and valued

• Monitor progress of work being performed based on customer service request to ensure the appropriate action steps are being followed and follow-up, as needed

• Responsible for maintaining a high level of professionalism and empathy with customers and working to establish a positive rapport with all callers

• Perform clerical support functions within a customer service software system such as data field population, logging email interactions, and saving supporting documentation provided by a client

• Work with management team to stay updated on client matters and be informed of any changes within the engagement

Knowledge, Skills & Abilities:

• Outstanding communication skills and the ability make fast and reliable decisions within strict deadlines involving complex environments and situations

• Ability to de-escalate customer complaints/concerns and bring the customer back into a more normal state

• Strong attention to detail and written communication skills

• Organizational skills necessary

• Ability to remain professional and courteous with customers at all times

• Analytical skills and the ability to read and interpret data

• High level of confidentiality required

• Ability to multi-task and prioritize tasks necessary

• Ability to learn quickly and adapt to change

• Ability to work in a high-volume and high-pressure environment

• Ability to problem solve

• Ability to work independently and as a part of a team

• Strong interpersonal skills and the ability to work in virtual teams across the country

• Excellent customer service software system experience, including ZenDesk

• Proficient in Microsoft Office Suite (including Outlook, Word, Excel, and PowerPoint)

• Strong Preference for bi-lingual capabilities in Spanish and other languages.

• Preferred understanding of public housing development corporations and its low-income or middle-income resident populations

Previous Experience:

• 1 or more years of call center experience, customer service experience, and/or social work experience

• Preferred knowledge of residential property management operations or public housing

• Must be authorized to work in the US without employer sponsorship.

This is a project-based position that is expected to be long term; however, Stout is not guaranteeing employment for any length of time.  The assignment may end sooner than the estimated time period, or may last longer than the estimated time period.  Stout is simply providing this information as an estimate of the duration of the project. While the position is project based, your employment with Stout would be at-will.

For individuals assigned to work in California, Colorado, New York City, or Washington, Stout is required by law to include a reasonable estimate of the compensation range for this role. The range for this role considers several factors including but not limited to prior work and industry experience, education level, and unique skills. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the loc