Customer Service Specialist at CVR Associates in San Francisco, CA

Summary: CVR Associates is a company that operates in a call center environment, assisting customers involved in the Housing Choice Voucher Program. The Customer Service Specialist is responsible for answering a high volume of calls and providing detailed information and guidance on various aspects of the program.

Responsibilities:
- Explains in great detail the process, status, and results of annual and interim recertifications, 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 the information that is needed for the recertification process (provides 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's internal systems
- Directs non-program-related questions to the appropriate department and/or party
- All additional duties as assigned by supervisor

Required Qualifications:
- High school diploma or GED required
- A minimum of one (1) year of customer service or related experience is 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

Preferred Qualifications:
- One to two years of college, business, technical school, or equivalent experience preferred

Required Skills: Call Center Operations, Data Entry