Customer Service Representive - Housing Services Hotline

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Job Title:Customer Service Representative - Housing Assistance Hotline

Location: New York City, NY

Department: [Client Services / Housing Assistance / Customer Support]

Reports To: [Customer Service Manager / Hotline Supervisor]

Position Type: [Full-time/Part-time], [Non-Exempt]

Job Summary:

Carter Lard Consulting is in search of an experienced Customer Service Representative to manage our Housing Assistance Hotline. The ideal candidate will have at least 4 years of experience in a role related to rental assistance or Housing Services, and be adept at providing support and guidance to individuals seeking information and help. Bilingual proficiency is highly preferred to accommodate our diverse clientele.

Key Responsibilities:

• Respond to incoming calls on the Housing Assistance Hotline, providing timely and accurate information regarding rental assistance programs, application procedures, and eligibility requirements.
• Document all calls with accurate and complete information in the Customer Service database.
• Follow up on client inquiries, ensuring that all client interactions are resolved in a compassionate and efficient manner.
• Provide bilingual support to non-English speaking callers, ensuring that they receive the same high-quality service and information (please specify language, e.g., Spanish, Mandarin, etc.).
• Guide callers through complex processes, such as application completion or document submission, providing clear and concise instructions.
• Maintain up-to-date knowledge of changes in rental assistance programs, policies, and regulations to provide accurate information to clients.
• Escalate calls to appropriate departments or senior staff when necessary, ensuring that all client needs are addressed.
• Participate in training and professional development opportunities to improve knowledge and service delivery.
• Assist in the creation and updating of FAQs and informational resources for both staff and clients.
• Work collaboratively with team members to meet departmental goals and improve client satisfaction.

Qualifications:

• High school diploma required; bachelor’s degree in a relevant field preferred.
• Minimum of 4 years of experience in Customer Service, specifically in rental assistance, Housing Services, or a related field.
• Bilingual abilities strongly preferred to facilitate communication with a diverse client base.
• Exceptional verbal and written communication skills.
• Proficiency with Customer Service technology, databases, and tools.

Skills:

• Deep understanding of rental assistance programs and the housing sector.
• Ability to handle stressful situations with poise and professionalism.
• Strong problem-solving skills and the ability to think critically.
• Effective time management and organizational skills.
• High level of empathy and the ability to provide supportive customer interactions.

Working Conditions:

• The role involves working in a call center/office environment.
• Must be willing to work in shifts as the hotline may require extended hours of operation to serve our clients effectively.

Equal Opportunity Statement:

Carter Lard Consulting is an equal opportunity employer. We believe in creating an inclusive environment and welcome applicants from all backgrounds and walks of life. We are dedicated to hiring the best talent without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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