Senior Client Relations Specialist

State of Georgia • Atlanta, GA

74d • $44,000 - $48,000 • Hybrid

About The Position

The Sr. Client Relations Specialist role is to lead a team who effectively communicate via phone and chat to assess, assist, and direct customer needs. The position will work closely with Housing Choice Voucher (HCV) Department staff, senior management, and communicate with external stakeholders to assist, connect, and resolve escalations to meet customer needs through our virtual call center. The Sr. Client Relations Specialist will be the department's first point of escalation for Client Relations Specialist and will serve as their immediate supervisor.

Requirements

• High school diploma or equivalent.
• Ability to effectively communicate in English (read, write, speak).
• Demonstrated experience dealing with a diverse public.

Nice To Haves

• One year's HCV related experience.
• One year of customer service experience (preferably in a call center environment).

Responsibilities

• Supervise the Client Relations Specialists (CRS).
• Handle all escalations initiated via Zendesk, including calls, instant messages, webform tickets, etc.
• Learn each area of the business unit to assist the department in reducing escalations.
• Display professionalism while providing excellent customer service to all callers.
• Record and document all inquiries in a ticket with clear and effective notes.
• Assist the department with identifying solutions to manage call volume and create public resources.
• Manage the day-to-day operations of the call center by providing guidance and support to the agents.
• Perform workforce management for the call center, including managing the schedule and phone coverage.
• Track and monitor the productivity and performance of the agents to report to leadership.
• Identify areas of improvement and work closely with the Program Governance team to develop solutions.
• Inform the Business Services Manager of the team's performance, challenges, successes, etc.

Benefits

• Full-time position (40 hours per week).
• Hybrid work environment (part in-office and part remote).
• Occasional overtime may be required.
• Local periodic travel may be required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees