POSITION: Customer Service Representative  

SUPERVISOR: Customer Service Supervisor 

STATUS: Non-Exempt 

DEPARTMENT: Call Center 

SUMMARY 

The position duties include a wide
range of call center activities related to providing Customer service to
Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders. 

SUPERVISION RECEIVED AND EXERCISED: 

Operates under the direct general
supervision of a Supervisor; the Customer Service 

Representative exercises no supervision
over other employees. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The below statements are intended to
describe the general nature and scope of work 

being performed by this position. This
is not a complete listing of all responsibilities, duties and/or skills
required. Other duties may be assigned. 

• Receive and respond accurately and
professionally, to customer inquiries/concerns 

received via
telephone, email or office visit. 

• Respond to all of the customer’s inquiries
utilizing all available resources and program knowledge; researching and
exploring answers 

• Identify and escalate unresolved inquiries to
management 

• Accurately and thoroughly record all interactions
in the PHA system of record 

• Defuse and deescalate irate customers as to
ensure great customer experience 

• Verify and update customer information 

• Identify and escalate priority issues 

• Perform data entry into SharePoint, and PHA
business system 

• Provide excellent customer service to
participants, landlords, co-workers, clients and 

• Vendors 

• Obtain certification in Housing Choice Voucher
Basics within 120 days of employment 

• Ensure regular attendance and punctuality 

• Perform other duties as assigned 

DESIRED QUALIFICATIONS: 

High School Diploma; Education
equivalent to a two-year degree from a regionally 

accredited institution in Public
Administration, Social Science or a closely related field 

preferred; Alternatively, a minimum of
two years of progressively responsible work 

experience for a public agency, or
related work in the social service, community service, 

customer service and/or call center
environments. 

Must be able to communicate effectively
both orally and in writing (bilingual 

English/Spanish or English/Creole
preferred); possess strong typing and computer skills 

with knowledge of Microsoft Office
products; possess strong organizational skills required to prioritize tasks and
demands and consistently to deliver work product on time.