Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

•Acts as first level of contact in a high volume inbound customer service call center;

•Listens carefully to caller to identify needs, replies to caller's inquiries in a courteous, efficient and professional manner and determines best course of action to meet caller's needs, preferably resolving issue on first contact;

•Using established Call Center protocol, determines level of assistance necessary to resolve technical and/or program inquiries, and/or difficult customer service complaint(s). If necessary, escalates call/inquiry to designated tier for resolution utilizing a proficient, resourceful and well organized method, i.e., warm transfer technique;

•Creates work orders using Wizard system to track every maintenance and emergency request;

•Quality assurance on work orders completed appropriately;

•Schedules Housing Choice Voucher and briefing appointments;

•Updates information into the interface system;

•Processes work orders;

•Provides clients an array of HCVP program information, such as Waiting List status, inspections information etc.;

•Provides customers with housing availability lists;

•Maintains confidentiality of non-public information; strictly adheres to all policies and procedures with regards to protecting personal, private individual data;

•Documents call information into automated call management system to support tracking and complete resolution of call and complaints;

•Notifies the Metropolitan Police Department and the Department of Fire and Emergency Medical Services of all life threatening emergencies;

•Maintains technical competency and familiarity with Authority policies and procedures;

•Utilizes communication resources, as necessary, to ensure that all requests are dispatched appropriately and timely;

•Maintains regular and consistent attendance in accordance with Authority and Call Center policies and procedures;

•Participates in Call Center and Authority meetings as requested;

•Performs other related duties as assigned.

Education and/or Experience

High school diploma/GED, and at least two (2) years' experience in call center, customer service, administrative, technical, investigative or other related work; or (an Associate's degree from an accredited college or university); or other equivalent combination of education and experience which meet the minimum qualifications requirement may be substituted. District of Columbia Housing Authority

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