Customer Service Rep

Talentify; Miami (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Talentify is seeking a Customer Service Representative to support Housing Choice Voucher participants, owners, and stakeholders. You will handle inquiries by phone, email, or in person, enter data into the PHA system, and escalate issues as needed.

The role requires accuracy, bilingual communication (English/Spanish preferred), strong computer skills, and reliable attendance. Certification in Housing Choice Voucher basics within 120 days is expected.

Qualifications

• High School Diploma or equivalent; two-year degree preferred in public administration or social sciences.
• Two years of progressively responsible work experience in public agency or social/service/customer service environments.
• Bilingual English/Spanish or English/Creole preferred.
• Strong typing and computer skills with Microsoft Office proficiency.
• Strong organizational skills and timely delivery of work.

Responsibilities

• Receive and respond accurately and professionally to customer inquiries via telephone, email or office visit.
• Research and explore caller answers.
• Identify and escalate unresolved inquiries to management.
• Record all interactions in the PHA system; Elite and Podio.
• Defuse and deescalate irate customers to ensure a great customer experience.
• Verify and update customer information in the PHA system; Elite.
• Perform data entry into SharePoint and PHA business system.
• Provide excellent service to participants, landlords, co-workers, clients and vendors.
• Maintain regular attendance and punctuality.
• Obtain certification in Housing Choice Voucher Basics within 120 days of employment.
• Perform duties quickly in a fast-paced environment.
• Take in/scan/upload documents onto PHA system.
• Perform other duties as assigned.

Skills

Customer service

Data entry

Bilingual English/Spanish

Microsoft Office

Education

High School Diploma

Two-year degree preferred

Tools

Microsoft Office

Job description

POSITION:

Customer Service Representative

SUPERVISOR:

Customer Service Supervisor

STATUS:

Non-Exempt

SUMMARY

The position duties include a wide range of 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.

• Receive and respond accurately and professionally to customer inquiries/concerns received via telephone, email or office visit.
• Research and explore caller answers.
• Identify and escalation unresolved inquiries to management.
• Accurately and thoroughly record all interactions in the PHA system of records; Elite and Podio.
• Defuse and deescalate irate customers as to ensure great customer experience.
• Verify and update customer information in the PHA system of record, Elite.
• Perform data entry into SharePoint, and PHA business system.
• Provide excellent customer service to participants, landlords, co-workers, clients and vendors
• Ensure regular attendance and punctuality.
• Obtain certification in Housing Choice Voucher Basics within 120 days of employment.
• Perform duties quickly & efficiently as it’s a fast-paced environment.
• Take in/scan/upload documents onto PHA system.
• 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.
• Ability to communicate effectively both orally and in writing is required (bilingual English/Spanish or English/Creole preferred).
• Strong typing and computer skills with knowledge of Microsoft Office products is required.
• Strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.