Customer Support Representative

Please go to http://(Use the "Apply for this Job" box below). for details of this position and to apply.

The posted salary is an estimate of the potential annual pay. Final offer will be dependent on qualifications and experience.

The Customer Contact Center is the Housing Authority’s newly developed customer communication and information center. The goal is to provide a positive customer support experience for our clients. The Customer Support Representatives (CSR) will answer all inquiries and give applicable referrals when necessary. Success will be met as a team by well-trained CSR to enhance skill sets with the support of management.

The CSR will be empowered and trained with the necessary program and business systems knowledge to use good judgement to engage our clientele and resolve issues.

The ideal candidate enjoys interacting with our clientele through the telephone (high volume), e-mail and/or in person and likes helping people. Professional and personal satisfaction is gained in knowing that our Clients, Residents and Owners received the very best assistance. You are energetic, polite, professional, good listener, patient and provide accurate and prompt service. Willing to go the extra mile to address concerns, resolve issues and build trust to meet customer service satisfaction and expectations with empathy.

Have a good tone of voice and care on how information is delivered to assist our clientele.

Positions allocable to this classification work under general supervision to provide front line support to clients and members of the public by providing helpful information, answering questions and responding to concerns. Incumbents must have considerable knowledge and understanding of HUD guidelines and Authority Manuals pertaining to the administration of housing programs.

• Provide front-line support to clients and members of the public who contact the Authority by phone, email, in person (if feasible and as needed) or alternative communication methods.
• Responsible for answering and responding to large volume of inbound and outbound calls on a daily basis.
• Follow communication “scripts”, to the extent provided by management, when handling different topics.
• Identify and address clients’ needs by explaining procedures, answering questions, researching pending issues and providing solutions and/or alternatives based upon the data in the system.
• Inform and apply Housing Authority policies and procedures.
• Navigate, view, and update records in all Housing Authority systems including Yardi, Elite, and OnBase.
• Identify and refer issues to supervisors or back-office staff, as needed.
• Update and maintain detailed records of all conversations in a comprehensible manner.
• Provide excellent customer service by adhering to standards and guidelines.
• Meet qualitative and quantitative targets.
• Perform other essential job-related duties as required.

High school diploma or equivalent and two (2) years of increasingly responsible experience providing customer service support to low-income people in fields such as public housing, social welfare, public health, employment service, counseling, vocational guidance, or a related field; an associate’s of arts degree from an accredited college may substitute for one year of experience.

• Proficient in relevant computer applications
• Experience in a call center environment
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately

Applications will be reviewed for relevant experience, education and training. Applications must be detailed and complete for proper evaluation. Resumes may be included but may not be submitted in lieu of application content. Only the MOST QUALIFIED APPLICANTS will be invited to the testing process, which may include any combination of oral, written and/or performance examination.

Applicants must pass each phase of the testing process with a rate of 70% or higher to be placed on the "Certified List". Generation of…