Customer Service Call Center Representative

Essential duties and responsibilities

• Acts as first level of contact in a high volume inbound customer service call center;
• Listens carefully to caller to identify needs, replies to caller’s inquiries in a courteous, efficient and professional manner and determines best course of action to meet caller’s needs, preferably resolving issue on first contact;
• Using established Call Center protocol, determines level of assistance necessary to resolve technical and/or program inquiries, and/or difficult customer service complaint(s).  If necessary, escalates call/inquiry to designated tier for resolution utilizing a proficient, resourceful and well organized method, i.e., warm transfer technique;

• Creates work orders using Wizard system to track every maintenance and emergency request
• Quality assurance on work orders completed appropriately;

• Schedules Housing Choice Voucher and briefing appointments;

• Updates information into the interface system;

• Processes work orders;

• Provides clients an array of HCVP program information, such as Waiting List status, inspections information etc.;

• Provides customers with housing availability lists;

• Maintains confidentiality of non-public information; strictly adheres to all policies and procedures with regards to protecting personal, private individual data;

• Documents call information into automated call management system to support tracking and complete resolution of call and complaints;

• Notifies the Metropolitan Police Department and the Department of Fire and Emergency Medical Services of all life threatening emergencies;

• Maintains technical competency and familiarity with Authority policies and procedures;

• Utilizes communication resources, as necessary, to ensure that all requests are dispatched appropriately and timely;

• Maintains regular and consistent attendance in accordance with Authority and Call Center policies and procedures;

• Participates in Call Center and Authority meetings as requested;

• Performs other related duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Competencies

• Knowledge of the major organizational components of the Authority, missions, functions and programs
• Knowledge of and experience in the use of systems, methods and equipment provided for the accomplishment of work assignments
• Thorough knowledge and skill in the techniques and practices of call center communications and the ability to deal effectively with complex communications problems
• Ability to communicate effectively; and the ability to assess communication needs
• Comprehensive knowledge and experience in the use of personal computers
• Ability to function comfortably in a fast-paced, performance-based customer call center environment, where calls are monitored, recorded and assessed
• Ability to remain calm, patient and positive at all times with both internal and external customers and adapts effectively to different types of calls with resiliency
• Knowledge of proper telephone etiquette and the ability to speak with a high level of articulation and professionalism
• Ability to multi-task and work well under pressure
• Ability to absorb and apply new and changing information; manage conflict, remain calm and controlled in stressful, unexpected situations

Education and/or Experience

High school diploma/GED, and at least two (2) years’ experience  in call center, customer service,  administrative, technical, investigative or other related work; or (an Associate’s degree from an accredited college or university); or other equivalent combination of education and experience which meet the minimum qualifications requirement may be substituted.

Bilingual Prefered