Hybrid Contact Center Associate - Housing & IT Support

Housing-Authority-of-Cook-Count; Chicago (IL); Hybrid; USD 42,000 - 54,000; Full time

Job summary

The Housing Authority of Cook County is seeking a Contact Center Associate to be the first point of contact for participants, applicants, landlords, and the public. This hybrid role handles high volumes of inquiries and blends housing program guidance with basic IT service desk intake.

Responsibilities include documenting interactions, following HUD and internal policies, routing complex questions, and delivering courteous, empathetic service while maintaining data accuracy and confidentiality.

Qualifications

• High school diploma or equivalent.
• 1–3 years of experience in customer service or call center operations.
• Basic understanding of IT environments preferred.

Responsibilities

• Assist external stakeholders and internal staff via omni-channel inquiries.
• Document interactions and outcomes in agency systems.
• Route complex inquiries to appropriate departments.
• Provide courteous, professional service and empathy.
• Maintain data accuracy and confidentiality.

Skills

Empathetic customer service

Verbal communication

Written communication

Technical aptitude

Time management

Education

High school diploma or equivalent

Tools

IT ticketing software

Housing database platforms

Job description

The Housing Authority of Cook County is seeking a Contact Center Associate to be the first point of contact for participants, applicants, landlords, and the public. This hybrid role handles high volumes of inquiries and blends housing program guidance with basic IT service desk intake.

Responsibilities include documenting interactions, following HUD and internal policies, routing complex questions, and delivering courteous, empathetic service while maintaining data accuracy and confidentiality.