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Company Name : CVR Associates
Location : Newark, NJ 07102
Position : Customer Service Specialist
Job Description : **Please note that CVR has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and the clients we serve. As a condition of employment, all CVR employees regardless of work location are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.For more than 24 years, CVR’s team of professionals has provided technical assistance and program management to affordable housing programs across the country. CVR prides itself on providing extensive training, mentoring, and succession planning to its employees. We continue to expand, adding to approximately 200-member team across the nation. CVR has offices in Atlanta, Chicago, Miami, New York, and Tampa, to name a few.In a “Call Center” environment, incumbent assists customers by answering a high volume of calls from participants, owners, and property managers involved in the Housing Choice Voucher Program. Provides detailed information and program guidance on any and every aspect of the program about which the participants, owners and property managers may have an issue, concern or interest.Essential Duties:Explains in great detail the process, status and results of annual and interim recertification’s, transfers, inspections, abatements and other aspects of CVR’s broad array of other activities associated with Voucher Services, Special Programs, Intake and Inspections.Will notify the teams of the necessity to schedule recertification appointments.Gives explicit and detailed information to voucher holders as to information that is needed for the recertification process (provide guidance to voucher holders through the recertification process); advises applicants of their status in Intake; entertains calls regarding landlord/tenant issues, and takes the necessary steps for resolution, etc.Gives explicit information regarding the rent calculation process, and informs the inquiring clients as to how their specific rent calculation was determined.Responding to calls from owners or property managers, the incumbent may be required to explain the “rent reasonableness” process related to rent adjustment(s).Explains in detail the reason for the termination of the HAP contract, and the procedural steps necessary for reinstatement in the program.Enters data and “case notes” into the company internal systemsDirects non-program related questions to the appropriate department and/or party.*All additional duties as assigned by Supervisor QUALIFICATIONS / EXPERIENCEHigh school diploma or GED required. One to two years of college, business or technical school or equivalent experience preferred.A minimum of two (2) year of customer service call center or related experience required.Previous experience in an inbound call center/customer service department that dealt with a high volume of calls from a very demanding client population.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programHealth insuranceLife insurancePaid time offVision insuranceSchedule:Monday to FridayEducation:High school or equivalent (Preferred)Experience:Customer service: 1 year (Preferred)Housing: 1 year (Preferred)Call center: 1 year (Preferred)Work Location: One location
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