Customer Service Specialist

• Location 320 S. 5th Street,8th Floor,Louisville, KY, 40202,United States
• Base Pay $18.49 / Hour
• Employee Type Non-Exempt FT
• Required Degree High school

Job Title:
Customer Service Specialist

Department: LMHA Office Services
Reports To: Office Services Manager
FLSA Status: Non-Exempt
Salary: $18.49/hour

Position Summary

The Customer Service Representative serves as the first point of contact for Louisville Metro Housing Authority (LMHA) residents, applicants, landlords, and the general public. This position is responsible for providing exceptional customer service by answering inbound calls, responding to inquiries, resolving concerns, and accurately documenting all customer interactions within the agency's housing management system (Yardi). The Customer Service Representative is expected to professionally handle a high volume of calls while maintaining confidentiality, demonstrating empathy, and ensuring timely follow-up and resolution of customer requests.

Essential Duties and Responsibilities

The statements below are intended to describe the general nature and scope of work performed by this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Other duties may be assigned.

• Receive and respond accurately, courteously, and professionally to customer inquiries received via telephone.
• Respond to customer questions utilizing available resources, agency policies, procedures, and program knowledge.
• Research customer concerns and provide accurate information or appropriate referrals.
• Properly relay information to LMHA staff regarding customer calls, concerns, and requests.
• Identify, prioritize, and elevate unresolved inquiries to the appropriate department for resolution.
• Accurately document all customer interactions, complaints, requests, and follow-up activities within the LMHA system of record (Yardi).
• Verify and update customer demographic and contact information.
• Perform data entry while maintaining a high level of accuracy.
• Proactively address participant and landlord issues and concerns.
• Utilize the LMHA records management system efficiently and accurately.
• De-escalate difficult or emotionally charged situations while maintaining professionalism and providing excellent customer service.
• Maintain knowledge of LMHA programs, policies, procedures, and community resources.
• Collaborate with internal departments to ensure timely resolution of customer issues.
• Meet established performance standards related to call quality, productivity, attendance, and customer satisfaction.
• Maintain confidentiality of resident, applicant, landlord, and agency information.
• Provide exceptional customer service to residents, applicants, landlords, coworkers, vendors, and community partners.
• Ensure regular attendance and punctuality.
• Perform other duties as assigned.

Supervisory Responsibilities

None.

Minimum Qualifications

• High school diploma or equivalent required.
• Associate degree in Public Administration, Business Administration, Human Services, Communications, or a related field preferred.
• Minimum of three (3) years of customer service experience.
• One (1) to two (2) years of call center experience preferred.
• Strong verbal and written communication skills.
• Strong typing, data entry, and computer proficiency.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong organizational and time management skills.
• Ability to maintain confidentiality of sensitive information.
• Ability to exercise sound judgment and professionalism.
• Bilingual or multilingual abilities are preferred.

An equivalent combination of education, training, and experience may be considered.

Experience

• Minimum three (3) years of customer service experience in a high-volume environment.
• Previous experience working in a call center, government agency, housing authority, social services, healthcare, or public service organization is preferred.
• Experience utilizing customer relationship management (CRM) or housing management software is preferred.
• Experience handling difficult customer interactions while maintaining professionalism.

Preferred Qualifications

• Associate degree in Public Administration, Business Administration, Human Services, or a related field.
• Experience working with Yardi or similar property management or housing software.
• Experience working in affordable housing, public housing, Housing Choice Voucher (Section
  8), or government programs.
• Bilingual (English/Spanish or other languages commonly spoken within the community).
• Experience providing customer service in a public sector or nonprofit environment.

Knowledge, Skills, and Abilities

• Knowledge of customer service principles and best practices.
• Knowledge of call center operations and telephone systems.
• Ability to communicate professionally with diverse populations.
• Strong interpersonal and conflict resolution skills.
• Ability to remain calm under pressure and de-escalate challenging situations.
• Strong attention to…