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    "requisitionDescription": "<div><div><div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.18.17/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.18.17/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><div><div><div><div><div><div><p>POSITION: Customer Service Representative<br><br>SUPERVISOR: Customer Service Supervisor<br><br>STATUS: Non-Exempt<br><br>DEPARTMENT: Call Center<br><br>SUMMARY<br>The position duties include a wide range of call center activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.<br><br>SUPERVISION RECEIVED AND EXERCISED:<br>Operates under the direct general supervision of a Supervisor; the Customer Service<br>Representative exercises no supervision over other employees.<br><br>ESSENTIAL DUTIES AND RESPONSIBILITIES<br>The below statements are intended to describe the general nature and scope of work<br>being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.<br><br>&bull; &nbsp; &nbsp;Receive and respond accurately and professionally, to customer inquiries/concerns<br>received via telephone, email or office visit.<br>&bull; &nbsp; &nbsp;Respond to all of the customer&rsquo;s inquiries utilizing all available resources and program knowledge; researching and exploring answers<br>&bull; &nbsp; &nbsp;Identify and escalate unresolved inquiries to management<br>&bull; &nbsp; &nbsp;Accurately and thoroughly record all interactions in the PHA system of record<br>&bull; &nbsp; &nbsp;Defuse and deescalate irate customers as to ensure great customer experience<br>&bull; &nbsp; &nbsp;Verify and update customer information<br>&bull; &nbsp; &nbsp;Identify and escalate priority issues<br>&bull; &nbsp; &nbsp;Perform data entry into SharePoint, and PHA business system<br>&bull; &nbsp; &nbsp;Provide excellent customer service to participants, landlords, co-workers, clients and<br>&bull; &nbsp; &nbsp;Vendors<br>&bull; &nbsp; &nbsp;Obtain certification in Housing Choice Voucher Basics within 120 days of employment<br>&bull; &nbsp; &nbsp;Ensure regular attendance and punctuality<br>&bull; &nbsp; &nbsp;Perform other duties as assigned<br>DESIRED QUALIFICATIONS:<br>High School Diploma; Education equivalent to a two-year degree from a regionally<br>accredited institution in Public Administration, Social Science or a closely related field<br>preferred; Alternatively, a minimum of two years of progressively responsible work<br>experience for a public agency, or related work in the social service, community service,<br>customer service and/or call center environments.<br><br>Must be able to communicate effectively both orally and in writing (bilingual<br>English/Spanish or English/Creole preferred); possess strong typing and computer skills<br>with knowledge of Microsoft Office products; possess strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.</p><p>$17.50 Per Hour</p></div></div></div></div></div></div></div></div></div></div></div>\n",
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