Senior Customer Service Representative

*When applying, select branch "San Antonio - Piedras"* 

Labor On Demand has opening for Senior. Customer Service Representative

The Sr. Customer Service Representative performs work of average and above difficulty in assisting and directing calls with a high level of accuracy to ensure optimum performance and services. 

The position duties and responsibilities listed below describe the general nature and scope of work.  Other responsibilities, duties, and skills may be required and assigned, as needed.  These essential functions require presence in the workplace on a regular basis and regular attendance must be maintained.  

• Provides accurate information regarding all program information to participants, co-workers, supervisors and the general public.  

• Promotes the best interest of the San Antonio Housing Authority (SAHA) using the tools of reasonableness, fairness and compassion with a client and employee focus.

• Identifies and assesses client’s concern and provides assistance through detailed and clear explanation.

• Resolves customer issues by demonstrating the ability to assist dissatisfied or frustrated callers through patience, compassion and understanding, while remaining professional and maintaining composure.

• Intervenes to provide customer service support and confers with clients when necessary.   

• Logs, maintains, and updates accurate and timely resolution of cases in the Data Collection log on a daily basis.  

• Accesses, maintains, researches, and updates accurate and timely resolution of  resident/client cases through the Lighthouse web-based system.

• Assists in administering, coordinating and overseeing the completion of all daily duties required by the Client Services team.  

• Demonstrates excellent customer service to internal and external customers at all times and sets the example for Client Services team.  

• Refers calls and emails appropriately to respective personnel and/or management. 

• Retrieves and updates information from SAHA computer systems.

• Monitors the lobby queue or badge system is functioning properly throughout the day and ensures all staff and clients utilize the system as required. 

• Monitors lobby queue or badge system and uses independent judgment to resolve waiting issues.  Collaborates with appropriate staff to resolve all matters as necessary. 

• Assists in the preparation and maintenance of data, flyers, notices, current SAHA forms, documents and required packets for all staff and lobbies as appropriate.

• Assists with sensitive cases and refers to appropriate staff in a timely manner for adequate processing. 

• Assists in the preparation of lobbies to include adequate staffing and supplies prior to the start of each business day. 

• Performs as a team player by interacting and communicating in a cooperative and respectful manner to achieve common goals and objectives, including fostering feedback and embracing the entire team building process.

• Maintains a work area that is neat and safe, positive and productive.

• Perform other duties as assigned.

Behavioral Competencies

This position requires the incumbent to exhibit the following behavioral skills: 

Leadership:  Provides direction to people and/or projects by clearly and effectively setting course of action for the department, staff, and tasks; assists in the planning, execution, and achievement of department goals by providing regular communication to staff, supervisor and manager.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; and persists despite obstacles and opposition.

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands monitors and measures the needs of both internal and external customers; talks and acts with customers in mind; and recognizes working colleagues as customers.

Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing; demonstrates attention to detail and convey understanding of, the comments and questions of others; and listens effectively.  Demonstrates the ability to develop audiovisual presentations to both internal and external audiences. 

Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; and does their fair share of work. Complies with procedures and understands the importance of maintaining and managing confidential and proprietary 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; supports everyone's efforts to succeed; attends, supports, and participates in all team building exercises and events.

Continuous Improvement and Innovation: Seeks the continuous improvement of technological business processes and services; explores out-of-the-box methods and is open to experimenting with new ideas; uses data, knowledge, and strategic decision-making to generate new and innovative solutions.

Typical Qualifications

Education and Experience:    

Required

• High School Diploma or GED required.

• One (1) year of inbound call center experience, or two (2) years customer service experience required.

• Bilingual speaker and writer in English and Spanish

• Required: Must have the ability to learn and use cloud applications such as Google GSuite applications to include but not limited to: Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets and Slides.  Understanding document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud accessible applications to include but not limited to: One drive, Outlook, Word, Excel and Powerpoint or MAC or PC desktop equivalent is acceptable. 

• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Requirements:

• Associate’s Degree

• 4 years of customer service and inbound call center experience years of related experience 

• Ability to learn cloud technologies such as LucidChart for diagram , workflow and chart drawing.  Experience with Vizio or equivalent is acceptable.  Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.  

License and Certifications: 

• Texas Class “C” Driver’s license at the time of placement and insurable by the SAHA’s fleet and liability insurance carrier.

• Housing Choice Voucher Specialist Certification within 18 months of employment (depending on availability of training) with no more than three attempts to pass certification allowed. 

• Public Housing Specialist Certification within 18 months of employment (depending on availability of training) with no more than three attempts to pass certification allowed. 

• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills:

To perform this job successfully, the employee should have:

• Ability to maintain effective working relationships with co- workers, supervisors, and the general public. 

• Ability to follow verbal and written instructions, and communicate effectively in writing and verbally. 

• Ability to communicate or explain information clearly and recognize potential miscommunications. 

• Knowledge of client service principles and practices and interviewing skills and techniques. 

• Understanding of basic reading and writing skills.

• Skill in assessing and prioritizing multiple tasks, projects, and demands with excellent problem solving and organizational skills while meeting established deadlines.  

• Basic working knowledge of computer software including Microsoft Office with the ability to learn new software applications.

• Ability to work independently and in a team, and apply leadership, decision-making and conflict resolution skills.

• Skill in displaying understanding, tact, empathy and concern with interpersonal relationships. 

• Skill in analyzing problems and determining appropriate courses of action.

• Ability to work with a diverse population. 

• Ability to project a professional image at all times. 

• Ability to work in a fast paced environment.  

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 20 pounds. 

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Evening and weekend work may be required. 

• Physical requirements include occasional lifting/carrying of 10-20 pounds. 

• Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.

• Subject to sitting, standing, reaching, walking, twisting and kneeling to perform the essential functions.

• Working conditions are primarily  inside an office environment.

Office environment 

• The noise level in the work environment is usually moderate.

• High level of interaction with external/internal clients.

• May be required to work at different properties or sites for interim periods to support business needs.

EEO Statement

Employees of Labor on Demand Inc. are protected by federal laws, Presidential Executive Orders, and other laws designed to protect employees from discrimination on the basis of race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other non-merit-based factor. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.

Employees of Labor on Demand Inc. are also protected against retaliation. Consistent with federal laws, acts of retaliation against an employee who engages in a protected activity whistle blowing, or the exercise of any appeal or grievance right provided by law will not be tolerated. Managers and supervisors of Labor on Demand Inc. are also reminded of their responsibility to prevent, document, and promptly correct harassing conduct in the workplace.

*When applying, select branch "San Antonio - Piedras"*