Call Center Representative

About us

We are professional and agile.

Our work environment includes:

• Modern office setting

Responsibilities:

• Handle all customer contacts by phone accurately and professionally.
• Respond to all the customer’s inquiries and probe accordingly as to provide a first contact resolution.

· Inform and educate participants on various program process, and timelines.

• Research required information using available resources and knowledge.
• Accurately and thoroughly record call log notations in the system of record.

· Educate participants on program requirements and family obligations.

· Inform participants of changes to housing assistance payment and tenant rent calculation.

· Communicate concerns between owners, tenants, and the Chicago Housing Authority (CHA) through account notations.

• Defuse and deescalate irate customers as to ensure great customer experience.
• Verify and update customer information.
• Identify and escalate priority issues.
• Perform data entry into SharePoint, and CHA business system.
• Provide excellent customer service to participants, landlords, co-workers, clients, and vendors.
• Ensure regular attendance and punctuality.
• Obtain certification in Housing Choice Voucher Basics
• Perform other duties as assigned.

Qualifications:
· High School Diploma is required.

· Education equivalent to a two-year degree from a regionally accredited institution in Public Administration, Social Science, or a closely related field preferred; Alternatively, a minimum of two years of progressively responsible work(Preferred)

· Experience for a public agency, or related work in the social service or community service is preferred.

· Ability to apply regulations pertaining to the program.

· Ability to communicate effectively both orally and in writing is required.

· Excellent interpersonal skills necessary for conducting HCVP Participant interviews is required.

· Strong computer and organizational skills required to prioritize tasks and demands and consistently deliver work product on time is required.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

We offer competitive pay and benefits package. If you are a motivated individual with excellent communication skills and a passion for providing exceptional customer service, we would love to hear from you. Please apply with your updated resume.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person