Customer Service Representative

SUMMARY: Responsible for responding to incoming visitors and incoming calls.  Provides program customer service to applicants, participants, owners, and the public.

Duties and Responsibilities:

• Greet visitors, provide information and direct person to the appropriate person as needed.
  • Respond to general inquiries from the public about the program.
  • Look up necessary data in system of record.
  • Enter notes in system of record regarding visitor name, reason for visit, who was referred to, action needed, etc. 
  • Advise visitors of customer service survey cards and ask to complete and drop in box.
• Answer incoming phone calls, provide information and direct caller to the appropriate person as needed.
  • Respond to general inquiries from the public about the program.
  • Look up necessary data in system of record.
  • Enter notes in system of record regarding visitor name, reason for visit, who was referred to, action needed, etc.

• Monitor traffic flow and environment in the waiting area.
• Complete weekly spreadsheets:
  • Number of walk in visitors and reasons
  • Number of phone calls and reasons
• Immediately advise HCV Manager and Managing Director of any visitors or callers with issues or complaints regarding discrimination, legal actions, etc.
• Treats co-workers with courtesy and fosters a spirit of teamwork.
• Adheres to the requirements of the quality management system as applied to this position.
• Other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent.  Additional education desirable.
• Some business/secretarial correspondence classes preferred but not required. 
• Attending the Quadel Housing Specialist Training when offered
• Three years’ experience in a professional office environment, performing customer service, clerical and administrative functions preferred.

Knowledge, Skills, and Abilities:

• Ability to provide friendly and efficient customer service to the public.
• Ability to effectively communicate verbally with internal contacts and others as appropriate.
• Demonstrated ability to work successfully with socio-economically and ethnically diverse populations.
• Ability to complete weekly reports.
• Ability to effectively perform with constant interruption.
• Ability to read, write and speak English.  Proficiency in Spanish or other languages desirable.
• Ability to use necessary office equipment, computers and peripherals.

WORKING ENVIRONMENT AND CONDITIONS:

Typical office environment with exposure to moderate noise levels.  At times, high volume walk in traffic or phone calls. 

COMPETENCIES:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABLED

Quadel is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.