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    "requisitionDescription": "\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.18.17/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.18.17/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <div><div><p>&nbsp;<span style=\"font-family: Calibri, sans-serif;\">POSITION: Customer Service Representative&nbsp;</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">SUPERVISOR: Customer Service Supervisor</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">STATUS: Non-Exempt</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">DEPARTMENT: Call Center</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">SUMMARY</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">The position duties include a wide<br>range of call center activities related to providing Customer service to<br>Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">SUPERVISION RECEIVED AND EXERCISED:</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">Operates under the direct general<br>supervision of a Supervisor; the Customer Service</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">Representative exercises no supervision<br>over other employees.</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">ESSENTIAL DUTIES AND RESPONSIBILITIES</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">The below statements are intended to<br>describe the general nature and scope of work</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">being performed by this position. This<br>is not a complete listing of all responsibilities, duties and/or skills<br>required. Other duties may be assigned.</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p>&bull; Receive and respond accurately and<br>professionally, to customer inquiries/concerns&nbsp;</p><p>received via<br>telephone, email or office visit.&nbsp;</p><p>&bull; Respond to all of the customer&rsquo;s inquiries<br>utilizing all available resources and program knowledge; researching and<br>exploring answers&nbsp;</p><p>&bull; Identify and escalate unresolved inquiries to<br>management&nbsp;</p><p>&bull; Accurately and thoroughly record all interactions<br>in the PHA system of record&nbsp;</p><p>&bull; Defuse and deescalate irate customers as to<br>ensure great customer experience&nbsp;</p><p>&bull; Verify and update customer information&nbsp;</p><p>&bull; Identify and escalate priority issues&nbsp;</p><p>&bull; Perform data entry into SharePoint, and PHA<br>business system&nbsp;</p><p>&bull; Provide excellent customer service to<br>participants, landlords, co-workers, clients and&nbsp;</p><p>&bull; Vendors&nbsp;</p><p>&bull; Obtain certification in Housing Choice Voucher<br>Basics within 120 days of employment&nbsp;</p><p>&bull; Ensure regular attendance and punctuality&nbsp;</p><p>&bull; Perform other duties as assigned&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">DESIRED QUALIFICATIONS:</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">High School Diploma; Education<br>equivalent to a two-year degree from a regionally</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">accredited institution in Public<br>Administration, Social Science or a closely related field</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">preferred; Alternatively, a minimum of<br>two years of progressively responsible work</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">experience for a public agency, or<br>related work in the social service, community service,</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">customer service and/or call center<br>environments.</span>&nbsp;</p><p>&nbsp;&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">Must be able to communicate effectively<br>both orally and in writing (bilingual</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">English/Spanish or English/Creole<br>preferred); possess strong typing and computer skills</span>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\">with knowledge of Microsoft Office<br>products; possess strong organizational skills required to prioritize tasks and<br>demands and consistently to deliver work product</span> <span style=\"font-family: Calibri, sans-serif;\">on time.</span> &nbsp;</p><p>$15.00 per hour</p></div></div>\n    </div>\n  \n",
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