Customer Support Representative- Armenian

Housing Authority of the City of Los Angeles•Los Angeles, CA

1d•Onsite

About The Position

The Customer Contact Center is the Housing Authority’s newly developed customer communication and information center. The goal is to provide a positive customer support experience for our clients. The Customer Support Representatives (CSR) will answer all inquiries and give applicable referrals when necessary. Success will be met as a team by well-trained CSR to enhance skill sets with the support of management. The CSR will be empowered and trained with the necessary program and business systems knowledge to use good judgement to engage our clientele and resolve issues. The ideal candidate enjoys interacting with our clientele through the telephone (high volume), e-mail and/or in person and likes helping people. Professional and personal satisfaction is gained in knowing that our Clients, Residents and Owners received the very best assistance. You are energetic, polite, professional, good listener, patient and provide accurate and prompt service. Willing to go the extra mile to address concerns, resolve issues and build trust to meet customer service satisfaction and expectations with empathy. Have a good tone of voice and care on how information is delivered to assist our clientele. Leave behind preconceived notions about customer service delivery and seeing a new perspective from the customer’s view.

Requirements

High school diploma or equivalent and two (2) years of increasingly responsible experience providing customer service support to low-income people in fields such as public housing, social welfare, public health, employment service, counseling, vocational guidance, or a related field; an associates of arts degree from an accredited college may substitute for one year of experience.
Must speak, read, or write Armenian to meet the minimum requirements.

Nice To Haves

Proficient in relevant computer applications
Experience in a call center environment
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately

Responsibilities

Provide front-line support to clients and members of the public who contact the Authority by phone, email, in person (if feasible and as needed) or alternative communication methods.
Responsible for answering and responding to large volume of inbound and outbound calls on a daily basis.
Follow communication “scripts”, to the extent provided by management, when handling different topics.
Identify and address clients’ needs by explaining procedures, and answering questions, researching pending issues(s) and providing solutions and/or alternatives based upon the data in the system.
Inform and apply Housing Authority policies and procedures.
Navigate, view, and update records in all Housing Authority systems including Yardi, Elite, and OnBase.
Identify and refer issues to supervisors or back-office staff, as needed.
Update and maintain detailed records of all conversations in a comprehensible manner.
Provides excellent customer service by adhering to standards and guidelines.
Meet qualitative and quantitative targets.
Performs other essential job-related duties as required.