Customer Service Call Center Representative

Description
ESSENTIAL DUTIES & 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.

Minimum Requirements
EDUCATION & 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.
OTHER REQUIREMENTS
The Authority regards security and confidentiality of data to be of utmost importance. Each employee granted access to data holds a position of trust and must preserve the security and confidentiality of the information he/she uses. This position is governed by all applicable Federal and State (District of Columbia) privacy regulations and the Authority's policies and procedures with regards to access and confidentiality of personal, non-public and confidential data, this position may be subject to enter into and comply with an access and confidentiality agreement and/or a background screening process, including, but not limited to, a criminal history check.
This position is designated as essential.
The District of Columbia Housing Authority (DCHA) conducts pre-employment screening on specified positions, which may include but is not limited to a criminal background check, drug and alcohol testing, verification of academic credentials, licenses, and certifications, and/or verification of work history.
This position has been designated by the department to require a drug and alcohol screening and background check. Finalist(s) for this position will be subject to drug and alcohol testing and will be required to consent to a pre-employment background check as a condition of employment.