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    "requisitionDescription": "<div><p id=\"isPasted\"><strong>POSITION:</strong> Customer Service Representative&nbsp;</p><p>&nbsp;</p><p><strong>SUPERVISOR:</strong> Customer Service Supervisor&nbsp;</p><p>&nbsp;</p><p><strong>STATUS:</strong> Non-Exempt&nbsp;</p><p>&nbsp;</p><p><strong>SUMMARY</strong>&nbsp;</p><p>The position duties include a wide range of activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.&nbsp;</p><p>&nbsp;</p><p><strong>SUPERVISION RECEIVED AND EXERCISED:</strong>&nbsp;</p><p>Operates under the direct general supervision of a Supervisor. The Customer Service Representative exercises no supervision over other employees.&nbsp;</p><p>&nbsp;</p><p><strong>ESSENTIAL DUTIES AND RESPONSIBILITIES</strong>&nbsp;</p><p>The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required.&nbsp;</p><ul><li>Receive and respond accurately and professionally to customer inquiries/concerns received via telephone, email or office visit.&nbsp;</li><li>Research and explore caller answers.</li><li>Identify and escalate unresolved inquiries to management.&nbsp;</li><li>Accurately and thoroughly record all interactions in the PHA system of records; Elite and Podio.</li><li>Defuse and deescalate irate customers as to ensure great customer experience.&nbsp;</li><li>Verify and update customer information in the PHA system of record, Elite.</li><li>Perform data entry into SharePoint, and PHA business system.&nbsp;</li><li>Provide excellent customer service to participants, landlords, co-workers, clients and vendors&nbsp;</li><li>Ensure regular attendance and punctuality.&nbsp;</li><li>Obtain certification in Housing Choice Voucher Basics within 120 days of employment.&nbsp;</li><li>Perform duties quickly &amp; efficiently as it&rsquo;s a fast-paced environment.</li><li>Take in/scan/upload documents onto PHA system.</li><li>Perform other duties as assigned.</li></ul><p>&nbsp;</p><p><strong>DESIRED QUALIFICATIONS:</strong>&nbsp;</p><ul><li>High School Diploma; Education equivalent to a two-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field preferred.</li><li>Alternatively, a minimum of two years of progressively responsible work experience for a public agency, or related work in the social service, community service, customer service and/or call center environments.&nbsp;</li><li>Ability to communicate effectively both orally and in writing is required (bilingual English/Spanish or English/Creole preferred).</li><li>Strong typing and computer skills with knowledge of Microsoft Office products is required.&nbsp;</li><li>Strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.</li></ul></div>\n",
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