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The Philadelphia Housing Authority, America’s fourth largest public housing authority and leader in real estate development and property management is seeking a Customer Response Technician.
Qualifications
Competencies (Skills, knowledge, abilities)
- PHA organization, operations, policies and procedures.
- Current trends, developments and theories in customer service.
- Customer service methods and techniques.
- General office practices and equipment.
- Call center operations and in operating call enter equipment.
- Operating a personal computer utilizing standard and specialized software.
- Excellent verbal and written communication skills; ability to explain concepts and policy effectively.
- Active listening skills; ability to elicit pertinent information from individuals in both routine and distressed situations.
- Quickly learning and applying new systems and procedures.
- Customer service orientation.
- Paying attention to detail and accuracy.
- Problem analyzing and problem solving.
- Data entry and typing skills.
- Exercising sound judgment.
- Obtaining and acting on information quickly and accurately in emergency situations.
Certifications, Licenses required
Supervisory responsibilities
Work environment
- Normal office environment
Physical demands, Activities, Environmental Conditions
- Ability to physically perform duties that require normal mental and visual attention along with coordination of manual dexterity, approximately 33 – 66% of the workday under typical office working conditions.
- Remain sitting for extended periods of time.
- Constantly, communicating with others to exchange information.
- Sedentary work that primarily involves sitting/standing.
Travel required
Minimum education
High School Diploma or GED equivalent, AND
Minimum experience
Two (2) or more years’ experience in a customer service related area or call center environment involving coordination of customer requirements with work force scheduling; OR an equivalent combination of acceptable training and experience.
Responsibilities
Under the General Supervision of the Supervisor, with some latitude for independent action, the incumbent will provide information to residents, employees and other individuals, process work orders, and perform clerical support. This position reports to the Manager – Customer Response Center. Incumbents work on an assigned shift operating communication equipment to send and receive messages and information to and from employees, residents, and other public agencies.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
- Answer heavy volume of incoming calls (both emergency & non-emergency).
- Create non-maintenance cases into computer system and/or route the case to the appropriate personnel.
- Prepare maintenance service orders into computer system.
- Evaluate incoming calls to determine the nature and urgency of the call.
- Identify and escalate priority issues.
- Immediately notify appropriate personnel of all priority cases; relay service orders, messages, and information to work crews, supervisors.
- Respond to telephone, mail, and/or e-mail and determine service required.
- Utilize computer databases and information technology systems; research data needed to respond to inquiries.
- Maintain tracking system used to record and monitor inquiries and resolutions.
- Respond to customers inquiries when necessary.
- Perform clerical tasks and computer support as required.
How To Apply
All applications will be accepted through the Philadelphia Housing Authority’s Jobs Board at www.pha.phila.gov/jobs.
Closing Statement
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability.
Philadelphia residency is required within six (6) months of hire and for the duration of employment.
Job Type: Full-time
Pay: $22.00 – $25.00 per hour
Schedule:
Work Location: One location
