Customer Experience Specialist

Chicago Housing Authority•Chicago, IL

3d•$60,000 - $65,000•Hybrid

About The Position

The Customer Experience Specialist for The Chicago Housing Authority Contact Center will be responsible for assisting our customers and clients in the Client Center via in person, telephonic, and digital communication. The ideal candidate will have a passion for assisting residents of Chicago with securing and maintaining affordable housing. As a Customer Experience Specialist for The Chicago Housing Authority, you will serve as a liaison between our customers and our internal departments, ensuring that each customer and client is assisted in a prompt and professional manner.

Requirements

Minimum of a bachelor’s degree and at least two (2) years of call center experience, or the equivalent combination of education and a minimum of three (3) years of experience in a related field.
Empathy and patience in dealing with diverse backgrounds and varying needs.
Strong verbal and written communication skills with the ability to convey information clearly and concisely.
Ability to think outside the box and problem solve for first call resolution.
Strong organizational skills and attention to detail.
Ability to work independently and collaboratively in a team environment.
Strong interpersonal skills and the ability to handle challenging situations with professionalism.
Proven experience in customer service; public housing or social services preferred.
Active listening skills with the desire to deescalate situations with reason and empathy.
Ability to be flexible and adjust to meet the business needs.
Experience managing and updating customer information within a CRM system to ensure accurate and current data is required.
Intermediate level proficiency with Microsoft Office Suite (e.g., Word, Power Point and Excel) and the ability to create and maintain Excel databases for efficient data organization.

Nice To Haves

Yardi and/or Salesforce strongly preferred.

Responsibilities

Assist customers and clients in a prompt, professional, and empathetic manner via in-person, telephonic, and digital communication.
Maintain accuracy, quality, and empathy while working in a fast-paced environment.
Assess customers’ needs and provide prompt feedback and resolution.
Document each interaction with accuracy to ensure proper records are kept and maintained.
Aide customers with navigating our online portals and applications via verbal direction and/or physical assistance.
Collaborate with internal teams to address and resolve resident concerns, escalating issues as needed.
Create, update, and analyze reports and dashboards to influence data driven decision making.
Work with team and management to ensure department goals are consistently met.
Meet and exceed individual daily, weekly, and monthly productivity goals aligned with your role.
Provide each customer with an empathetic and patient experience consistent with The Chicago Housing Authority mission.
Work closely with management to identify areas for improvement in customer experience and suggest solutions.
Other duties as assigned by supervisor or designee.

Benefits

Vacation, Sick and Personal, competitive PTO package
Medical (HMO, PPO, and No employee cost High-Deductible PPO) Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability Insurance
Long-Term Care Insurance
Pet Insurance
Parking Transit
Prepaid Legal Services
Brightstar 529 College Savings Plan
Identity Theft Protection
Hospital Indemnity Insurance
Voluntary Critical Illness Insurance
Deferred Compensation Plan: Empower 457/401(a) with a 3% employer match
Pension Plan: CHA makes contributions on behalf of the employee, along with the employee's 3% contribution; 100% vesting occurs after 6 years of continuous employment or opt-out of CHA's Retirement Plan and continues to participate in the Municipal Employees Annuity and Benefit Fund of Chicago