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Customer Response Technician
Ref No.: 18-10882
Location: Philadephia, Pennsylvania
Position Type:Contract
Start Date: 10/01/2018
Position Description **Under general supervision, 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.** * Answer heave 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, and field inspectors using telephones or two-way radios. * 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. * Perform related duties and other responsibilities as assigned.
Skills Required Required Knowledge of : • PHA Organization, operations, policies and proceedures • Current trends, developments and theories in customer service • Customer service methods and techniques • General office practices and equipment Required Skills: • Call center operations and in operating call center 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 judgement • Obtaining and acting on information quickly and accurately in emergency situations
Skills Preferred
Experience Required 2+ years of experience in customer service related area or call center environment involving coordination of customer requirements with work force scheduling
Experience Preferred
Education Required High School Diploma or GED
Education Preferred
Additional Information Physical Demands and Working Environment: • 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 • Assigned shifts may include day, evening, and/or holidays.