Job Description

Posting number: 2016-02529

Department: Section 8 Vouchers

Division: Housing Information Hub

Job classification: Sr Customer Serv Rep

Posting type: Open

Categories: Housing

Summary

The Sr Customer Service Representative performs work of average and above difficulty in assisting and directing calls with a high level of accuracy to ensure optimum performance and services.

Examples of duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.

• Provides accurate information regarding all program information to participants, co-workers, supervisors, and the general public.
• Promotes the best interest of Opportunity Home using the tools of reasonableness, fairness, and compassion with a client and employee focus.
• Identifies and assesses clients' concerns and provides assistance through detailed and clear explanations.
• Resolves customer issues by demonstrating the ability to assist dissatisfied or frustrated callers through patience, compassion, and understanding, while remaining professional and maintaining composure.
• Intervenes to provide customer service support and confers with clients when necessary.
• Logs, maintains, and updates the accurate and timely resolution of cases in the Data Collection log on a daily basis.
• Accesses, maintains, researches, and updates the accurate and timely resolution of resident/client cases through the Lighthouse web-based system.
• Assists in administering, coordinating, and overseeing the completion of all daily duties required by the Client Services team.
• Demonstrates excellent customer service to internal and external customers at all times and sets examples for the Client Services team.
• Refers calls and emails appropriately to respective personnel and/or management.
• Retrieves and updates information from Opportunity Home’s computer systems.
• Monitors the lobby queue or badge system to ensure it is functioning properly throughout the day and ensures all staff and clients utilize the system as required.
• Monitors the lobby queue or badge system; uses independent judgment to resolve waiting issues. Collaborates with appropriate staff to resolve all matters as necessary.
• As appropriate, assists in the preparation and maintenance of data, flyers, notices, current Opportunity Home San Antonio forms, documents, and required packets for all staff and lobbies.
• Assists with sensitive cases and refers to appropriate staff in a timely manner for adequate processing.
• Assists in preparing lobbies, including adequate staffing and supplies, prior to the start of each business day.
• Performs as a team player by interacting and communicating cooperatively and respectfully to achieve common goals and objectives, including fostering feedback and embracing the entire team-building process.
• Maintains a work area that is neat and safe, positive, and productive.
• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustee, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.
• Employees are expected to use Generative AI solutions ethically and responsibly.
• Other duties as assigned.

Behavioral Competencies

This position requires the incumbent to exhibit the following behavioral skills

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.
2. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.
3. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.
4. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.
5. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization’s team building events.
6. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Qualifications

Education

Required

• High School Diploma or GED required.

Experience

Required

• One (1) year of inbound call center experience or a related field
• One (1) year of federal and/or affordable housing experience.
• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable.
• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience

• Bilingual speaker and writer in English and Spanish
• Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Public Housing Specialist Certification within 18 months of employment (depending on availability of training) and no more than three attempts to pass certification.
• Housing Choice Voucher Specialist Certification within 18 months of employment (depending on availability of training) and no more than three attempts to pass certification.
• Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.
• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• Ability to maintain effective working relationships with co-workers, supervisors, and the general public.
• Ability to follow verbal and written instructions, and communicate effectively in writing and verbally.
• Ability to communicate or explain information clearly and recognize potential miscommunications.
• Knowledge of client service principles and practices and interviewing skills and techniques.
• Understanding of basic reading and writing skills.
• Skill in assessing and prioritizing multiple tasks, projects, and demands with excellent problem solving and organizational skills, while meeting established deadlines.
• Basic working knowledge of computer software including Microsoft Office with the ability to learn new software applications.
• Ability to work independently and in a team, and apply leadership, decision-making, and conflict-resolution skills.
• Skill in displaying understanding, tact, empathy, and concern with interpersonal relationships.
• Skill in analyzing problems and determining appropriate courses of action.
• Ability to work with a diverse population.
• Ability to project a professional image at all times.
• Ability to work in a fast-paced environment.

Physical Demands

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Environment

• The noise level in the work environment is usually moderate.
• High level of interaction with external/internal clients.
• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs.

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events.

ADA Statement

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an “undue hardship” on the operation of the employer’s business.

Ethics

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.

Equal Employment Opportunity Statement

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.