Associate Program Specialist at The Chicago Housing Authority Chicago, IL

The Chicago Housing Authority; Chicago (IL); On-site; USD 55,000 - 60,000; Full time

Job summary

The Chicago Housing Authority is looking for an Associate Program Specialist in Chicago, IL. This full-time position primarily involves assisting clients through various communication channels, including telephone, email, and web.

Ideal candidates should have a bachelor’s degree in Business Administration or relevant field and at least two years of call center experience. This role is part of a union and requires familiarity with Microsoft Office tools.

Qualifications

• Minimum of two years of call-center experience.
• Familiarity with general office practices and procedures.
• Effective verbal and written communication skills.

Responsibilities

• Assist clients and customers through telephonic, email, and web communications.
• Assess client needs and conduct research for timely resolution.
• Prepare customer service reports for management review.

Skills

Customer service skills

Communication skills

Technical navigation skills

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Office Suite

Job description

Associate Program Specialist at The Chicago Housing Authority, Chicago, IL (The Loop area). This position is full‑time and on‑site.

Duties and Responsibilities

• Assist clients and customers via inbound and outbound telephonic, email, and web communications daily, while maintaining quality, accuracy, and customer service consistent with CHA guiding principles.
• Provide responses to telephonic, email, and web inquiries and concerns within 48 business hours.
• Professionally assess client and customer needs; clarifying information and conducting independent research to ensure proper and timely resolution.
• De‑escalate matters involving dissatisfied clients, offering professional and patient customer support.
• Assist applicants and residents with accessing and navigating technical service systems (i.e., waitlist portals, Rent Café, appointment scheduling tool, etc.).
• Prepare customer service reports for management review.
• Review and implement policies, procedures, and processes pertaining to client‑related inquiries consistent with CHA's guiding principles.
• Provide recommendations for customer‑service related program enhancements and process improvements.
• Other duties as assigned.

Qualifications

This position requires a minimum of a bachelor's degree in Business Administration or a related field and at least two (2) years of call‑center experience, or the equivalent combination of education and a minimum of three (3) years of experience in a related field. The position requires familiarity with Microsoft Office Suite (e.g., Word, Outlook, Power Point, Excel) and general office practices and procedures. The candidate should possess effective verbal and written customer service skills, as well as a high sense of confidentiality. This is a union position.

Salary and Benefits

Salary Range: $55,000 - 60,000

Grade: 59U

FLSA: Non-Exempt

Union: Yes

Job Information

Job Identification: 1060

Posting Date: 01/17/2024

Schedule: Full time

Location: 60 E. Van Buren Street, Chicago, IL, 60605, US (On-site)

Pay Ranges: 55,000 - 60,000