Call Center Representative (Bilingual)

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.

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.

Impact You'll Make: This individual will play a vital role in supporting NYC public housing residents facing mold, leaks, and excessive moisture issues that exacerbate health challenges. Through efficient call center services, you will ensure residents receive timely assistance and solutions to improve their living conditions.

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

What You'll Do: 

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

• Review data reports and communication tools to respond effectively to customer inquiries.

• Record detailed written summaries of customer interactions in a customer service software. 

• Respond efficiently and accurately to calls, offering solutions to ensure callers feel supported and valued. Monitor the progress of service requests to ensure appropriate action steps are being followed and provide follow-up as needed.

• Maintain professionalism and empathy while establishing positive rapport with all callers. 

• Perform clerical support functions such as data entry, logging email interactions, and saving client-provided documentation within the customer service software.

• Collaborate with the management team to stay informed of client matters and engagement updates

What You'll Bring:

• Outstanding communication skills with the ability to make fast, reliable decisions under strict deadlines in complex situations.

• Proficiency in de-escalating customer complaints and restoring customer confidence. 

• Proficiency in Spanish a plus

• Strong attention to detail and written communication skills.

• Organizational skills and the ability to prioritize tasks effectively.

• Professionalism and courteousness with customers at all times. 

• Analytical skills to interpret data and provide meaningful insights. 

• High level of confidentiality.

• Adaptability to learn quickly and embrace change.

• Ability to excel in high-volume, high-pressure environments.

• Problem-solving skills and capacity to work independently or within a team.

• Strong interpersonal skills and comfort working in virtual teams.

• Expertise in customer service software systems, including ZenDesk. 

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

• Strong preference for bilingual capabilities in Spanish or other languages. 

• Minimum of 1 year of call center, customer service, and/or social work experience.

• Knowledge of public housing development corporations and low- or middle-income resident populations is preferred.

How You'll Thrive:

• Gain experience addressing pressing issues for underserved populations in NYC public housing.

• Build professional relationships with a diverse team and contribute to impactful projects.

• Develop your customer service, communication, and organizational skills.

• Work in a collaborative environment, enhancing your ability to adapt and problem-solve.

• Make a tangible difference in the lives of residents facing housing-related health challenges.

Qualifications:

• Candidates must possess a high school diploma or equivalent (GED).

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

Stout is required by applicable state and local laws to include a reasonable estimate of the compensation range for this role. The range for this role c