Customer Services Team Lead

Nan McKay & Associates•Miami Gardens, FL

20h

About The Position

The position duties include a wide range of activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders. Lead Customer Service Representative functions as the technical expert on the program and processes for the assigned team. Takes on additional duties as assigned, focused in the areas of general team support.

Requirements

High School Diploma
Must be able to communicate effectively both orally and in writing (bilingual English/Spanish or preferred)
Possess strong typing and computer skills with knowledge of Microsoft Office products
Possess strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.

Nice To Haves

Education equivalent to a two-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field preferred
Alternatively, a minimum of two years of progressively responsible work experience for a public agency, or related work in the social service, community service, customer service and/or call center environments.

Responsibilities

Receive and respond accurately and professionally, to customer inquiries/concerns received via telephone, fax, email, or client portal
Takes on higher levels of leadership on team
Act as a mentor to new and seasoned staff
Defuse and deescalate irate customers as to ensure great customer experience
Conduct percentage of quality control reviews for team
Respond to all of the customer’s inquiries utilizing all available resources and program knowledge; researching and exploring answers
Identify and escalate unresolved inquiries to management
Accurately and thoroughly record all interactions in the PHA system of record or other designated supporting systems
Verify and update customer information
Identify and escalate priority issues
Provide excellent customer service to participants, landlords, co-workers, clients and vendors
Ensure regular attendance and punctuality
Perform other duties as assigned
Complete HCV Specialist Certification exam within 180 days of employment