Call Center \ Customer Service Specialist

Job DescriptionJob Description

Assists customers by answering calls, emails and walk in inquiries from participants, owners, and property managers involved in the Housing Choice Voucher Program. Provides detailed information and program guidance on any and every aspect of the program about which the participants, owners and property managers may have an issue, concern or interest. Must possess program knowledge, skill level, patience and the ability to effectively communicate on issues critical to owners, property managers, applicants and participants. Must also answer questions and provide direction on issues or program activity in various departments. Utilizes superior customer service skills and training to assist callers and/or visitors with all requests, especially those identified as urgent and/or having special needs or concerns. Refers customers to program specialists and other internal staff as appropriate. This position is critical to building a positive service experience for the organizations clients and as such, it is scrutinized and supported by all levels of company management to attain top level customer service performance goals.

Essential Duties:

• Explains the process, status and results of annual and interim recertifications, transfers, inspections, abatements and other aspects of CVR’s broad array of other activities associated with voucher administration
• Will notify the teams of the necessity to schedule recertification appointments
• Gives explicit and detailed information to program participants as to information that is needed for the recertification; advises applicants of their status in Intake; entertains calls regarding landlord/tenant issues, and takes the necessary steps for resolution, etc.
• Gives general information regarding the rent calculation process
• Responding to calls from owners or property managers
• Routes inquiries to proper department for proper follow up
• Enters data and “case notes” into the company internal systems
• Directs non-program related questions to the appropriate department and/or party
• All additional duties as assigned by Supervisor

Qualifications:

• High school diploma or GED required. One to two years of college, business or technical school or equivalent experience .
• A minimum of one (1) year of customer service or related experience required.
• Previous experience in an inbound call center/customer service department that dealt with a high volume of calls from a very demanding client population.

Company DescriptionCVR is a multi-disciplinary team of affordable housing industry leaders that specialize in program administration and community redevelopment. Since 1995, CVR has been a leader in the affordable housing industry with clients across the United States, as well as on the islands of Puerto Rico and the U.S. Virgin Islands since 1995. CVR has over 400 employees and offices in Chicago, New York, Atlanta, San Francisco and Tampa. CVR provides program management of more than 46,000 Housing Choice Vouchers and has provided oversight in excess of $2.5 billion in affordable housing development for multiple clients.Company DescriptionCVR is a multi-disciplinary team of affordable housing industry leaders that specialize in program administration and community redevelopment. Since 1995, CVR has been a leader in the affordable housing industry with clients across the United States, as well as on the islands of Puerto Rico and the U.S. Virgin Islands since 1995. CVR has over 400 employees and offices in Chicago, New York, Atlanta, San Francisco and Tampa. CVR provides program management of more than 46,000 Housing Choice Vouchers and has provided oversight in excess of $2.5 billion in affordable housing development for multiple clients.