About This Role
This role involves handling customer inquiries by phone and email, providing information on program processes, and resolving issues to ensure a positive customer experience. It suits someone with strong communication and organizational skills, dedicated to excellent customer service.
Responsibilities
- Handle all customer contacts by phone and email accurately and professionally
- Respond to all customer inquiries and probe accordingly to provide a first contact resolution
- Inform and educate participants on various program processes 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 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
Requirements
- 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
- 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
Nice to have:
- Minimum of two years of progressively responsible work
- Experience for a public agency, or related work in social service or community service
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
About the Company
We are professional and agile, with a modern office setting.