Customer Service Specialist

In a "Call Center" environment, the incumbent assists customers by answering a high volume of calls from participants, owners, and property managers involved in the Housing Choice Voucher Program. Provides detailed information and program guidance on any and every aspect of the program about which the participants, owners, and property managers may have an issue, concern, or interest.

Essential duties include (but are not limited to):

Explains in great detail the process, status, and results of annual and interim recertifications, transfers, inspections, abatements, and other aspects of CVR’s broad array of other activities associated with Voucher Services, Special Programs, Intake, and Inspections.

Will notify the teams of the necessity to schedule recertification appointments.

Gives explicit and detailed information to voucher holders as to the information that is needed for the recertification process (provides guidance to voucher holders through the recertification process); advises applicants of their status in Intake; entertains calls regarding landlord/tenant issues, and takes the necessary steps for resolution, etc.

Gives explicit information regarding the rent calculation process, and informs the inquiring clients as to how their specific rent calculation was determined.

Responding to calls from owners or property managers, the incumbent may be required to explain the “rent reasonableness” process related to rent adjustment(s).Explains in detail the reason for the termination of the HAP contract, and the procedural steps necessary for reinstatement in the program.

Enters data and “case notes” into the company's internal systems

Directs non-program-related questions to the appropriate department and/or party.

All additional duties as assigned by supervisor.

Qualifications/

Experience:

High school diploma or GED required. One to two years of college, business, technical school, or equivalent experience preferred.

A minimum of one (1) year of customer service or related experience is required.

Previous experience in an inbound call center/customer service department that dealt with a high volume of calls from a very demanding client population.
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