Customer Service Representative

Affordable Housing Team Member

Join our Affordable Housing team and become the friendly voice, helpful guide, and problem-solving expert our residents and applicants rely on. No two days are the same, and every interaction is an opportunity to make someone's day a little easier.

Bring your communication skills, positive energy, and desire to help others, and we'll provide the opportunity to make a real difference.

Summary:

Responsible responding to incoming visitors and incoming calls. Provides program customer service to applicants, participants, owners, and the public.

Duties and Responsibilities:

• Greet visitors, provide information and direct person to the appropriate person as needed.
• Respond to general inquiries from the public about the program.
• Look up necessary data in system of record.
• Enter notes in system of record regarding visitor name, reason for visit, who was referred to, action needed, etc.
• Advise visitors of customer service survey cards and ask to complete and drop in box.
• Answer incoming phone calls, provide information and direct caller to the appropriate person as needed.
• Respond to general inquiries from the public about the program.
• Look up necessary data in system of record.
• Enter notes in system of record regarding visitor name, reason for visit, who was referred to, action needed, etc.
• Monitor traffic flow and environment in the waiting area.
• Complete weekly spreadsheets:
• Number of walk in visitors and reasons
• Number of phone calls and reasons
• Immediately advise HCV Manager and Managing Director of any visitors or callers with issues or complaints regarding discrimination, legal actions, etc.
• Treats co-workers with courtesy and fosters a spirit of teamwork.
• Adheres to the requirements of the quality management system as applied to this position.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent. Additional education desirable.
• Some business/secretarial correspondence classes preferred but not required.
• Attending the Quadel Housing Specialist Training when offered
• Three years' experience in a professional office environment, performing customer service, clerical and administrative functions preferred.

Knowledge, Skills, and Abilities :

• Ability to provide friendly and efficient customer service to the public.
• Ability to effectively communicate verbally with internal contacts and others as appropriate.
• Demonstrated ability to work successfully with socio-economically and ethnically diverse populations.
• Ability to complete weekly reports.
• Ability to effectively perform with constant interruption.
• Ability to read, write and speak English. Proficiency in Spanish or other languages desirable.
• Ability to use necessary office equipment, computers and peripherals.

Working Environment and Conditions:

Typical office environment with exposure to moderate noise levels. At times, high volume walk in traffic or phone calls.

• Problem Solving
  - Identifies and resolves problems in a timely manner;
  Gathers and analyzes information skillfully;
  Develops alternative solutions;
  Works well in group problem solving situations;
  Uses reason even when dealing with emotional topics.
• Technical Skills
  - Assesses own strengths and weaknesses;
  Pursues training and development opportunities;
  Strives to continuously build knowledge and skills;
  Shares expertise with others.
• Customer Service
  - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Interpersonal Skills
  - Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control;
  Remains open to others' ideas and tries new things.
• Oral Communication
  - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
  Demonstrates group presentation skills;
  Participates in meetings.
• Written Communication
  - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Presents numerical data effectively;
  Able to read and interpret…