Customer Service Representative II

Customer Service Representative Ii

We are looking for a dedicated Customer Service Representative II to join our team in Baltimore, Maryland. This is a long-term contract position where you will play a vital role in delivering exceptional service and support to customers through various channels. If you thrive in a fast-paced environment and enjoy solving customer inquiries, this opportunity is ideal for you.

Responsibilities:

• Respond promptly to inbound customer calls, addressing inquiries and resolving issues with professionalism.
• Utilize customer service software and CRM tools to track and manage interactions efficiently.
• Assist customers with benefit-related questions and provide accurate information on housing programs.
• Demonstrate knowledge of Fair Housing laws and Low Income Tax Credit Housing (LIHTC) to guide customers effectively.
• Maintain detailed records of customer interactions and ensure compliance with company policies.
• Collaborate with team members to improve processes and enhance overall customer satisfaction.
• Operate Avaya CMS and other call center systems to manage call queues and performance metrics.
• Deliver clear and empathetic communication to customers, ensuring their needs are met.
• Provide technical support for financial services software such as ADP.
• Stay updated on company procedures and services to offer accurate and timely assistance.

Requirements:

• Minimum of 1 year experience in a customer service or call center role.
• Proficiency with CRM systems and customer service software.
• Familiarity with financial services tools, including ADP.
• Knowledge of Fair Housing laws and Low Income Tax Credit Housing (LIHTC).
• Strong verbal and written communication skills.
• Ability to manage inbound calls efficiently using systems like Avaya CMS.
• Competent in using computer programs and technical tools.
• A customer-focused approach with excellent problem-solving capabilities.