Customer Care Associate (Call Center)

Southern Nevada Regional Housing Authority•Las Vegas, NV

About The Position

The Southern Nevada Regional Housing Authority (SNVRHA) is recruiting a Customer Care Associate – Call Center to join our team. SNRHA provides affordable housing to low- and moderate-income households through its affordable housing, conventional public housing, and Housing Choice Voucher programs. Our team is comprised of 200+ committed and caring professionals who support our mission and the clients and communities we serve. Our success is built upon the contributions of our valued employees. To learn more, please visit us online - www.snvrha.org [http://www.snvrha.org]. The Customer Care Associate – Call Center is responsible for supporting and assisting customers by addressing their inquiries, resolving their issues, and ensuring their satisfaction with SNRHA services. They process and track requests for service and work orders for public and affordable housing properties, update files and computer databases according to SNRHA policies and procedures, and ensure the accuracy of the filing systems while providing excellent customer service to residents.

Requirements

High School Diploma or GED.
Three (3) years of clerical and computer experience.

Nice To Haves

Two years of previous public housing experience.
Previous call center experience.

Responsibilities

Takes calls from residents, employees, contractors, and others; collects client information and service request details and generates a work order for maintenance and repairs; provides information and assistance to clients; responds to requests for information within the scope of authority.
Verify client’s account information, provide case management information, and educate clients on department processes and procedures.
Respond to customer inquiries, questions, and complaints via various communication channels such as phone, email, chat, SMS, social media, and in person.
Record accurate and detailed information about customer interactions, issues, and resolutions using effective questioning techniques to gather relevant information in the company's ticketing or customer relationship management (CRM) system.
Educate customers on using products, software features, and troubleshooting techniques to minimize future technical issues with online portals. Provide step-by-step instructions and guidance to clients, landlords, and residents to help them resolve level I technical problems with the online portal.
Identify and diagnose technical problems reported by customers.
Accurately document customer interactions, issues, and resolutions in the company's customer relationship management (CRM) system.
Data entry and closing of work orders received from the after-hours answering service staff, mobile/web, email, chat requests, and maintenance in a timely manner. Categorizes and prioritizes work orders in compliance with SNRHA rules, regulations, and procedures.
Contact emergency maintenance service providers as authorized; dispatch maintenance staff according to emergency maintenance policy.
Ensure accurate filing of paper and electronic documents in the agency’s electronic document management system.

Benefits

3-day weekends
Free parking
2 weeks' vacation (years 1 and 2)
13 sick days
13 paid holidays, including your birthday
Medical, dental, and vision insurance – 100% employer paid (employee only); health and dependent care flexible spending accounts
Life and long-term disability insurance (employer paid)
457B Deferred Compensation Plan
Public Employee Retirement System (PERS) – 100% Employer-Funded or Employee/Employer-Funded (50%/50%)
Employee Assistance Program (EAP)
A variety of voluntary employee benefits options