Job Summary/ Essential Job Functions:
Reporting to the HCV Application Hotline Supervisor, the Information Clerks’ responsibilities will include, but are not limited to, the following:
- Take hotline phone calls and provide accurate answers to queries and concerns.
- Guide callers through completing, troubleshooting, and navigating the application and NYCHA’s website.
- Engage in active listening with callers, confirming or clarifying information, and de-escalating situations involving dissatisfied customers by offering patient assistance and support.
- Follow communication scripts when handling different topics.
- Manage large amounts of inbound calls in a timely manner.
- Perform data entry to maintain records/requests.
- Manage voicemail mailbox.
- Respond to voicemail messages.
- Utilize software, databases, and tools appropriately.
- Meet call center metrics and targets while providing excellent consistent customer service.
- Adhere to all client's policies and procedures.
- Report system issues to IT.
- Perform other related tasks as assigned.
Duties:
- Respond to inquiries about the HCV program/app
- Perform data entry to maintain records/requests
- Perform other duties assigned by management
Job Types: Full-time, Contract
Pay: $19.00 per hour
Expected hours: 8 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Long Island City, NY 11101 (Preferred)
Ability to Relocate:
- Long Island City, NY 11101: Relocate before starting work (Required)
Work Location: In person