Responsible for providing high quality customer service in the Houston Housing Authority’s Call Center by receiving incoming calls, answering questions, solving problems, and providing program information to clients. Reports to the Call Center Manager.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Answer a high volume of inbound calls from applicants, voucher program participants, Public Housing residents, and any other callers that are directed to the call center.
- Promptly respond to all inquiries regarding program information, agency procedures, waiting list information, agency events, other services, etc.
- Provide a high level of customer service by interacting with callers in a professional and courteous manner.
- Document calls and inquiry resolution by entering accurate and detailed notes into the electronic system of record according to the Call Center Manager’s guidelines.
- Use the electronic system of record to research client inquiries.
- Resolve calls upon first contact with the client.
- Communicate with other Houston Housing Authority employees via email to follow-up on client requests, or to relay any issues outside of the scope answerable by the Customer Service Representative position.
- Maintain client confidentiality.
- Perform a variety of clerical duties pertinent to Houston Housing Authority operations.
- Perform other related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of general office procedures, business English, and basic arithmetic.
- Knowledge of Houston Housing Authority policies, procedures and practices pertaining to Public Housing and Housing Choice Voucher programs.
- Skilled in operating general office machines.
- Ability to type at least 40 words per minute.
- Ability to:
- Understand and follow moderately complex written and oral instructions
- Communicate and relate to persons of diverse backgrounds and abilities
- Establish and maintain effective working relationships with other employees and residents.
- Adapt quickly to change.
- Use sound judgment.
- Tolerate some degree of stress.
- Work well in a team setting.
- Ability to communicate clearly and concisely, verbally and in writing.
- Possess listening, problem solving, and organizational skills.
- Attention to detail.
COMPLEXITY / SCOPE OF WORK
- The employee performs a variety of related tasks which are mostly routine in nature.
- Occasionally, the employee is required to exercise personal judgment in making decisions in accomplishing assignments.
- Non-routine situations are usually referred to the supervisor for resolution.
- The employee's work primarily affects the level of customer service that the Houston Housing Authority is able to provide its clients and the efficiency of the Houston Housing Authority’s administration.
- A good job performance by the employee enhances the Houston Housing Authority’s ability to provide housing and assistance to Houston Housing Authority residents.
- The Customer Service Representative generally follows supervisory training and the call center manual in accomplishing assignments.
- Methods for accomplishing routine work are subject to existing HUD regulations and Houston Housing Authority policies, practices and procedures.
- When unusual situations arise, the employee may request guidance from the supervisor.
- Employee has no supervisory responsibilities.
- The employee receives work assignments from the Call Center Manager.
- Priorities and time frames are usually established by the Call Center Manager who monitors the employee's work for thoroughness, effectiveness, and compliance with procedures and guidelines.
- Employee completes work with minimum supervision.
The employee's personal contacts are with applicants, residents, landlords, other employees and with outside sources. The purpose of such contacts is to obtain and provide information needed by the Houston Housing Authority or by the callers.
PHYSICAL DEMANDS / WORK ENVIRONMENT
- Work is principally sedentary, but may involve limited physical exertion, such as kneeling, crouching, or lifting to obtain files, records, and office supplies, and eye strain from working with computers and other office equipment.
- Work involves the normal risks and discomforts associated with an office environment, but are usually in an area that is adequately cooled, heated, lighted, and ventilated.
OVERTIME / WORK HOURS
- Some overtime may be required.
- Irregular work hours (between 8:00 am and 7:00 pm) may be required.
- Call Center Training may be conducted on a Saturday.
- High School diploma or equivalent required.
- Two (2) years of college-level education preferred.
- Two (2) years of experience in a high volume call center environment, or an equivalent combination of education and experience (one year of relevant experience is equivalent to one year of relevant higher education and vice versa).
- Bilingual (Spanish or Vietnamese) preferred.
- Valid Texas driver’s license or obtain such within the first thirty (30) days of employment.
- Eligibility for coverage under Houston Housing Authority fleet auto insurance.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.