Customer Service Representative II

We are looking for a customer-focused individual with strong attention to detail to support callers and deliver accurate, timely assistance in a high-volume service environment. This position is well suited for someone with at least 1 year of experience handling inbound calls, navigating customer service platforms, and communicating clearly with a wide range of customers. The role requires strong attention to detail, confidence using call center and CRM systems, and the ability to provide guidance related to housing and benefit-related inquiries while maintaining a courteous approach in every interaction.

Responsibilities:

• Respond to incoming customer calls and provide clear, courteous support while resolving questions efficiently.
• Use CRM, call center, and related computer applications to document interactions and manage customer information accurately.
• Guide customers through service inquiries connected to benefits, housing programs, and general account-related concerns.
• Maintain complete and organized records of conversations, follow-up actions, and resolutions within customer service systems.
• Apply established policies and compliance guidelines, including fair housing standards, during every customer interaction.
• Coordinate with internal teams when issues require escalation, additional research, or specialized support.
• Monitor call details carefully to ensure information shared with customers is accurate, consistent, and easy to understand.
• Deliver attentive service in a fast-paced call center setting while managing multiple tasks and systems at once.
• At least 1 year of experience in customer service, call center operations, or a similar support role.
• Familiarity with inbound call handling and the ability to manage a high volume of customer interactions professionally.
• Working knowledge of CRM platforms, customer service software, and general computer programs.
• Strong verbal communication skills with the ability to explain information clearly and respectfully.
• Proven ability to maintain accuracy, confidentiality, and professionalism when handling customer information.