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About the Role
Assists customers by answering a high volume of calls from participants, owners, and property managers involved in the Housing Choice Voucher Program. Provides detailed information and program guidance on any aspect of the program.
Responsibilities
- Explains the process, status, and results of annual and interim recertifications, transfers, inspections, abatements, and other activities associated with Voucher Services, Special Programs, Intake, and Inspections.
- Notifies teams of the necessity to schedule recertification appointments.
- Gives explicit and detailed information to voucher holders regarding recertification requirements and guides them through the process.
- Advises applicants of their status in Intake.
- Entertains calls regarding landlord/tenant issues and takes necessary steps for resolution.
- Gives explicit information regarding the rent calculation process and explains how specific rent calculations were determined.
- Explains the "rent reasonableness" process to owners or property managers related to rent adjustment(s).
- Explains the reason for HAP contract termination and the procedural steps for reinstatement.
- Enters data and "case notes" into the company's internal systems.
- Directs non-program-related questions to the appropriate department or party.
- Performs additional duties as assigned by supervisor.
Requirements
- High school diploma or GED required.
- One to two years of college, business, technical school, or equivalent experience preferred.
- A minimum of one (1) year of customer service or related experience is required.
- Previous experience in an inbound call center/customer service department that dealt with a high volume of calls from a very demanding client population.
Location
- San Francisco, CA
Work Type
- Call Center
Experience Level
- 1 year customer service experience
Education Level
- High school diploma or GED
Salary/Compensations
- $25.97 - $25.97 Hourly