Customer Service Representative II

CAI

Job ID Number

Employment Type

Worksite Flexibility

Job Summary

Job Description

We are looking for a Customer Service Representative II to efficiently handle customer inquiries and provide support related to Low Income Public Housing (LIPH) and the Housing Choice Voucher Program (HCVP). This position will be Full-Time and Onsite. With employees expected to work onsite 5 days per week.

What You’ll Do

• Answer incoming customer phone calls expeditiously following outlined protocols

• Take appropriate action for each call, resolving inquiries on the first call where possible

• Respond to customer calls in a courteous manner that conveys empathy and compassion

• Become knowledgeable of responses needed to answer inquiries related to LIPH and HCVP

• Follow up on transferred inquiries to ensure resolution

• Maintain customer satisfaction ratings based on explicit criteria set by the Authority

• Attend mandatory training sessions to stay current on Authority policies and practices

• Use established scripts and policies to determine if immediate resolution is possible or if managerial input is required

• Follow through on commitments made to customers while on the telephone

• Input data into the Authority computer system to document call details

What You'll Need

Required:

• High School Diploma or completion of GED Program

• At least one year of experience working in a high-volume call center or front lobby reception area with a multi-line telephone system

• Demonstrated customer service and interpersonal skills

• Knowledge of modern office practices, procedures, and equipment, as well as business English, spelling, and arithmetic

• Proficiency with Microsoft Applications (Word, Excel, Outlook, PowerPoint)

• Ability to understand and follow oral and written instructions

• Ability to navigate the call center dashboard and become well-versed in Yardi and RentCafe

• Ability to ask follow-up questions and inform each department of client-specific needs

• Ability to provide next re-exam date, tenant portion, and identify participant's caseworker via call center dashboard

• Ability to read and understand information and ideas presented in writing and communicate them effectively

• Ability to learn and develop skills in the operation of office equipment and machines

• Ability to make routine decisions in accordance with procedures, policies, laws, and regulations

• Ability to establish and maintain harmonious, cooperative, and professional working relationships

• Ability to effectively exchange information with customers, supervisors, and co-workers

Preferred:

• Bilingual in English and Vietnamese or Spanish languages (both written and oral)

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

• Must be able to communicate with customers/team members over the phone and in person

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

The pay range for this position is $40,000 - $44,800 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.