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We are looking for a dedicated Customer Service Representative to join our team on a contract basis in Richmond, Virginia. You will play a vital role in assisting customers by addressing their inquiries, resolving issues, and ensuring a positive experience. This position requires strong communication skills and a commitment to delivering exceptional service.
Job Responsibility:
Handle incoming calls professionally, aiming to resolve inquiries during the first interaction whenever possible
Provide empathetic and compassionate responses to customer concerns while maintaining a courteous demeanor
Acquire in-depth knowledge of Low Income Public Housing and Housing Choice Voucher Program to address customer inquiries accurately
Conduct follow-ups on transferred inquiries to guarantee their resolution
Maintain high customer satisfaction by adhering to established performance criteria
Participate in mandatory training sessions to stay informed about current policies and procedures
Utilize approved scripts and guidelines to determine whether issues can be resolved immediately or require escalation
Document call details accurately in the Authority’s computer system to ensure proper record-keeping
Requirements:
Proven experience in call center or customer service roles
Strong ability to handle inbound and outbound calls efficiently
Proficiency in order entry and data management systems
Excellent communication and interpersonal skills
Familiarity with addressing customer concerns in a detail-oriented and empathetic manner
Ability to follow established procedures and scripts effectively
Commitment to maintaining high levels of customer satisfaction
Capacity to adapt to new policies and training requirements
What we offer:
medical, vision, dental, and life and disability insurance