Resident Experience Specialist — Hybrid & Impactful Help

Socket.dev; Chicago (IL); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Pension Plan

Hybrid work schedule

Health insurance

Job summary

The Chicago Housing Authority is seeking a Customer Experience Specialist for its Chicago Contact Center. The role focuses on assisting residents with securing and maintaining affordable housing through in-person, phone, and digital channels.

You will liaise between customers and internal departments, ensuring prompt, professional service while handling requests with empathy and problem-solving. A union position with comprehensive benefits is included.

Qualifications

• Requires a bachelor’s degree and 2+ years of call center experience or 3+ years in a related field.
• Strong verbal and written communication skills with clear, concise information delivery.
• Ability to think critically, solve problems, and achieve first-call resolution.
• Excellent organization and attention to detail; able to work independently and in a team.
• Experience with CRM systems (Yardi, Salesforce preferred).

Responsibilities

• Assist customers in-person, by phone, and digitally with prompt, professional service.
• Document interactions accurately for records and reporting.
• Guide customers through online portals and applications.
• Collaborate with internal teams to address and resolve concerns.
• Create and analyze reports and dashboards to inform decisions.
• Meet productivity goals and maintain service standards.

Skills

Empathy

Communication

Active listening

Problem solving

Team collaboration

Education

Bachelor's degree

Tools

Yardi

Salesforce

Microsoft Office

Excel

Word

PowerPoint

Job description

The Chicago Housing Authority is seeking a Customer Experience Specialist for its Chicago Contact Center. The role focuses on assisting residents with securing and maintaining affordable housing through in-person, phone, and digital channels.

You will liaise between customers and internal departments, ensuring prompt, professional service while handling requests with empathy and problem-solving. A union position with comprehensive benefits is included.