• Job Description

  Req#: 471311

  POSITION: Customer Service Representative

  SUPERVISOR: Customer Service Supervisor

  STATUS: Non-Exempt

  DEPARTMENT: Call Center

  SUMMARY

  The position duties include a wide
  range of call center activities related to providing Customer service to
  Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

  SUPERVISION RECEIVED AND EXERCISED:

  Operates under the direct general
  supervision of a Supervisor; the Customer Service

  Representative exercises no supervision
  over other employees.

  ESSENTIAL DUTIES AND RESPONSIBILITIES

  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. Other duties may be assigned.

  • Receive and respond accurately and
  professionally, to customer inquiries/concerns

  received via
  telephone, email or office visit.

  • Respond to all of the customer’s inquiries
  utilizing all available resources and program knowledge; researching and
  exploring answers

  • Identify and escalate unresolved inquiries to
  management

  • Accurately and thoroughly record all interactions
  in the PHA system of record

  • 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

  • Obtain certification in Housing Choice Voucher
  Basics within 120 days of employment

  • Ensure regular attendance and punctuality

  • Perform other duties as assigned

  DESIRED QUALIFICATIONS:

  High School Diploma; 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, community service,

  customer service and/or call center
  environments.

  Must be able to communicate effectively
  both orally and in writing (bilingual

  English/Spanish or English/Creole
  preferred); possess strong typing and computer skills

  with knowledge of Microsoft Office
  products; possess strong organizational skills required to prioritize tasks and
  demands and consistently to deliver work product on time.

• About the company

  Founded in 1980, NMA is the leading provider of professional services to the affordable housing industry, serving agencies and municipalities nationwide.

Notice