Associate Program Specialist Chicago, IL

Associate Program Specialist at The Chicago Housing Authority, Chicago, IL (The Loop area). This position is full‑time and on‑site.

• Assist clients and customers via inbound and outbound telephonic, email, and web communications daily, while maintaining quality, accuracy, and customer service consistent with CHA guiding principles.
• Provide responses to telephonic, email, and web inquiries and concerns within 48 business hours.
• Professionally assess client and customer needs; clarifying information and conducting independent research to ensure proper and timely resolution.
• De‑escalate matters involving dissatisfied clients, offering professional and patient customer support.
• Assist applicants and residents with accessing and navigating technical service systems (i.e., waitlist portals, Rent Café, appointment scheduling tool, etc.).
• Prepare customer service reports for management review.
• Review and implement policies, procedures, and processes pertaining to client‑related inquiries consistent with CHA's guiding principles.
• Provide recommendations for customer‑service related program enhancements and process improvements.
• Other duties as assigned.

This position requires a minimum of a bachelor's degree in Business Administration or a related field and at least two (2) years of call‑center experience, or the equivalent combination of education and a minimum of three (3) years of experience in a related field. The position requires familiarity with Microsoft Office Suite (e.g., Word, Outlook, Power Point, Excel) and general office practices and procedures.

The candidate should possess effective verbal and written customer service skills, as well as a high sense of confidentiality. This is a union position.

Salary Range: $55,000 - 60,000

Grade: 59U

FLSA:
Non-Exempt

Union:
Yes

Job Identification: 1060

Posting Date: 01/17/2024

Schedule:

Full time

Location:

60

E. Van Buren Street, Chicago, IL, 60605, US (On-site)

Pay Ranges: 55,000 - 60,000