Call Center Representative: Housing Choice Voucher Program

CGI•New York, NY

2d•Onsite

About The Position

CGI Federal’s Housing Sector team that partners with public housing authorities (PHAs) and the U.S. Department of Housing and Urban Development (HUD) to assist in the provision of affordable housing has an opening for a Call Center Specialist. This is an opportunity to join an energetic team with a collaborative management group and work with affordable housing providers. New team members receive in-depth training to prepare them for their role. Additional training and professional development opportunities are also available, for both the affordable housing industry, and general business skills. The Call Center Specialist will provide highly detailed customer service for a Housing Choice Voucher (HCV) program office located in New York State. The candidate will use CGI’s propriety IT systems as well as the Microsoft Office Suite to accomplish day-to-day tasks.

Requirements

Associates degree with experience
2-3 years’ experience within a Call Center environment
Experience with interpreting and understanding HCV Program guidelines
Experience with workforce management planning
Experience working with call center quality improvement initiatives
Proven ability to manage a workload within short timelines
Excellent analytical skills and strong decision-making abilities
Strong communication and leadership skills
Excellent verbal, written and interpersonal skills
Ability to multi-task in fast-paced, production environment and meet operational weekly/monthly/annual goals
Intermediate proficiency in Outlook, Excel, Word and PowerPoint
Envision and implement strategic direction / Self-motivated / excellent organizational skills
Ability to multi-task, be self-motivated and proactive.

Nice To Haves

Preferred Bachelor’s degree in business

Responsibilities

Maintaining a high quality of customer service with internal members and external clients.
Receive and respond to assigned calls, documenting systems and written communication, in accordance with client requirements and CGI internal timeframes.
Monitoring caller actions to determine appropriate action.
Working with other departments on tasks associated with call. Also, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting.
Portfolio Management, responsible for the day-to-day management activities, reviewing reports to meet internal and external timeframes, staying abreast of project knowledge, and escalating issues in a timely manner.
Setting goals and objectives to meet quarterly and annual member performance evaluations.
Effectively communicating with internal and external stakeholders, including government or commercial clients.
Respond to escalated calls and provide guidance and problem-solving methods.
Provide assistance to management as it relates to call distribution, voicemails and HUD complaints.
Leading and coaching peers to achieve high performance.
Schedule and organize client appointments.
Ability to handle office equipment in a fast-paced environment using scanners, copiers and fax machines.
Maintain positive relations with owners, applicants, participants and their representatives, and stakeholders.
May be assigned to other projects as needed.