Customer Service Specialist

CVR ASSOCIATES INC; San Francisco (CA); On-site; USD 30,000 - 41,000; Full time

Job summary

CVR ASSOCIATES INC in San Francisco, CA seeks a Call Center Associate to assist participants, owners, and property managers with Housing Choice Voucher program questions. You will explain recertifications, rent calculations, and program processes in detail, handling a high volume of calls with accuracy.

The role requires strong customer service experience, effective communication, and the ability to navigate complex program rules. High school diploma required; some college preferred.

Qualifications

• High school diploma or GED required; some college or technical training preferred.
• Minimum of one year in customer service.
• Experience in an inbound call center handling a high-volume workload.

Responsibilities

• Explain recertifications, rent calculations, and program processes to participants.
• Schedule and coordinate recertification appointments.
• Provide detailed guidance to voucher holders and landlords.
• Enter data and case notes into internal systems.
• Direct non-program-related questions to the appropriate department.

Skills

Customer service

Call center experience

Communication

Education

High school diploma or GED

Some college or technical school

Job description

Job Details: Job Location: San Francisco - SAN FRANCISCO, CA, Salary Range: $25.97 - $25.97Hourly, In a \"Call Center\" environment, the incumbent assists customers by answering a high volume of calls 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.

Essential duties include (but are not limited to):

• Explains in great detail 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 Services, Special Programs, Intake, and Inspections.
• Will notify the teams of the necessity to schedule recertification appointments.
• Gives explicit and detailed information to voucher holders as to the information that is needed for the recertification process (provides guidance to voucher holders through the recertification process); advises applicants of their status in Intake; entertains calls regarding landlord/tenant issues, and takes the necessary steps for resolution, etc.
• Gives explicit information regarding the rent calculation process, and informs the inquiring clients as to how their specific rent calculation was determined.
• Responding to calls from owners or property managers, the incumbent may be required to explain the “rent reasonableness” process related to rent adjustment(s).
• Explains in detail the reason for the termination of the HAP contract, and the procedural steps necessary for reinstatement in the program.
• Enters data and “case notes” into the company's internal systems
• Directs non-program-related questions to the appropriate department and/or party.
• *All additional duties as assigned by supervisor.

Qualifications/Experience:

• High school diploma or GED required. One to two years of college, business, technical school, or equivalent experience preferred.
• A minimum of one (1) year of customer service or related experience is 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.