Hcv Customer Service Agent

Make a difference and join the DCA Team!  DCA gives employees more to do than merely make a living.  We are serious about helping Georgia's families live more abundantly with a greater sense of hope and achievement.  If public service, a great environment, and the desire to enrich the lives of others motivate you to do your best work, you should consider joining the DCA Team.  

OUR MISSION

To help build strong, vibrant communities.

OUR VISION

For Georgians of today and tomorrow to have the opportunity to live and work in thriving communities.

OUR CULTURE

We are a diverse team of highly competent and committed professionals who strive to help people and communities thrive through technical expertise, innovative thinking, and a passion for making a difference.  Team members are at their best when collaborating and supporting each other as they perform challenging and dynamic work.

 

General Description

The Georgia Department of Community Affairs (DCA) is a state organization dedicated to partnering with communities to help create a climate of success for Georgia's families and businesses. DCA offers a fast-paced, challenging, and dynamic environment that requires attention to detail, pride in quality of work, and the ability to work as a versatile team player.

 

Overview of Job:

The Georgia Department of Community Affairs (DCA) is a state organization dedicated to partnering with communities to help create a climate of success for Georgia's families and businesses. DCA offers a fast pace, challenging and dynamic environment that requires attention to detail, pride in quality of work, and the ability to work as a versatile team player. We are a diverse team of highly competent and committed professionals who strive to help people and communities thrive through technical expertise, innovative thinking, and a passion for making a difference. Team members are at their best when collaborating and supporting each other as they perform challenging and dynamic work.

 

DCA gives its employees the opportunity to do more than merely make a living. We are serious about helping Georgia's families live more abundantly with a greater sense of hope and achievement. If public service and the desire to enrich the lives of others motivates you to do your best work, you should consider joining the DCA Team.

 

The HCV Customer Service Agent's role is to effectively communicate via phone and chat to assess, assist and direct customer needs. The position will work closely with Housing Choice Voucher (HCV) Department staff, senior management, and communicate with external stakeholders to assist, connect, and escalate customer The Customer Service Agents will be the department's first point of contact for families, landlords, community partners, and the public.

Core Responsibilities:

Customer Service Agents (CSA) will be responsible to answer incoming calls and messages to the department from program participants, applicants, landlords, external stakeholders, and the public. As the first point of contact, the CSA will answer general questions, triage reason for calls/messages, and direct the caller to the appropriate department staff member when necessary.

CSA's will learn problem resolution to assist the department in reducing escalations. Agents are expected to always display professionalism while providing excellent Customer Service to all callers. All inquiries will be recorded and documented in a ticket that will require CSAs to produce clear and effective notes on all tickets that are created. CSA's will assist the department with identifying solutions to manage call volume and create resources that will be available to the public.

The CSA will report to the Administration and Office Manager but may receive directives from other members of the department's management. As remote employees, the CSA must have a secure and private location to work as they will handle sensitive information. Although the position is remote, some in person work and local travel may be required. Remote employment privileges are revokable if job duties are not successfully performed in a telework environment.

 

Preferred Knowledge, Skills, and Abilities:

Customer Service Agents (CSA) will be responsible to answer incoming calls and messages to the department from program participants, applicants, landlords, external stakeholders, and the public. As the first point of contact, the CSA will answer general questions, triage reason for calls/messages, and direct the caller to the appropriate department staff member when necessary.

CSA's will learn problem resolution to assist the department in reducing escalations. Agents are expected to always

display professionalism while providing excellent Customer Service to all callers. All inquiries will be recorded and

documented in a ticket that will require CSAs to produce clear and effective notes on all tickets that are created.

CSA's will assist the department with identifying solutions to manage call volume and create resources that will be available to the public.

The CSA will report to the Administration and Office Manager but may receive directives from other members of the department's management. As remote employees, the CSA must have a secure and private location to work as they will handle sensitive information. Although the position is remote, some in person work and local travel may be required. Remote employment privileges are revokable if job duties are not successfully performed in a telework

environment.

Qualifications:

KNOWLEDGE: Ability to learn the basic concept, verbiage, and process of the HCV Program. Candidates will be required to be able to assist external contacts with basic inquiries, while knowing where and how to direct escalations/inquiries.

 

SKILLS: Ability to operate a computer, computer software and programmed virtual phones in a remote environment.

 

ABILITY: The incumbent must possess and employ significant skills to communicate effectively by phone and in person with a wide spectrum in education among tenants, landlords, employers, officials, fellow employees, and service providers

 

AgencySpecific Required Minimum Qualifications:

Highschool diploma or equivalent. Must be able to effectively communicate in English (read, write,

speak). Some demonstrated experience dealing with a diverse public.

 

Preferred Qualifications:

At least 1 year of Customer Service experience, preferably in a call center environment.

 

Position Requirements:

Job candidate for this position will be subject to a criminal background check, educational degree check, and reference checks prior to the extension of a job offer.

 

NOTE: A combination of education and experience at agency discretion. Hiring is contingent upon satisfactory

results of employment verification, background, criminal records investigations, and motor vehicle reports.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex,

national origin, sexual orientation, age, disability, protected veteran status, or any other characteristic protected

by law. All qualified applicants will be considered but may not necessarily receive an interview. Due to the large

volume of submissions received by this office, information concerning application and/or interview status cannot

be provided. Selected applicants will be contacted for next steps in the interview process. Applicants who are not

selected will not receive notification. This position is subject to close at any time once a satisfactory applicant pool

has been identified.

 

DCA is an Equal Opportunity Employer. If you need an accommodation for an interview, please contact the

Human Resources Office at (404) 6794845.

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work - Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

 

Hiring is contingent upon satisfactory results of employment verification, background, criminal records investigation, and motor vehicle reports.

 

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the business and requirement of the job change.  This job posting may close at any time upon gaining a sufficient applicant pool from which to select a qualified candidate.

  

All duties and responsibilities listed are considered to be essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  Marginal functions of the position (those that are incidental to the performance of the job duties) have not been included.   However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related, or logical assignment to the position.