Account Executive
The GBS Group
Customer Experience Specialist
CHA Consulting, Inc.
full-time
Posted on:
Location Type: Office
Location: Chicago • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $65,000 per year
Job Level
JuniorMid-Level
About the role
- Assist customers and clients in a prompt, professional, and empathetic manner via in-person, telephonic, and digital communication.
- Maintain accuracy, quality, and empathy while working in a fast-paced environment.
- Assess customers’ needs and provide prompt feedback and resolution.
- Document each interaction with accuracy to ensure proper records are kept and maintained.
- Aide customers with navigating our online portals and applications via verbal direction and/or physical assistance.
- Collaborate with internal teams to address and resolve resident concerns, escalating issues as needed.
- Create, update, and analyze reports and dashboards to influence data driven decision making.
- Work with team and management to ensure department goals are consistently met.
- Meet and exceed individual daily, weekly, and monthly productivity goals aligned with your role.
- Provide each customer with an empathetic and patient experience consistent with The Chicago Housing Authority mission.
- Work closely with management to identify areas for improvement in customer experience and suggest solutions.
- Other duties as assigned by supervisor or designee.
Requirements
- This position requires a minimum of a bachelor’s degree and at least two (2) years of call center experience, or the equivalent combination of education and a minimum of three (3) years of experience in a related field.
- Candidate will have empathy and patience in dealing with diverse backgrounds and varying needs.
- Strong verbal and written communication skills with the ability to convey information clearly and concisely.
- The ability to think outside the box and problem solve for first call resolution.
- Strong organizational skills and attention to detail.
- The ability to work independently and collaboratively in a team environment.
- Strong interpersonal skills and the ability to handle challenging situations with professionalism.
- Proven experience in customer service; public housing or social services preferred.
- Active listening skills with the desire to deescalate situations with reason and empathy and the ability to be flexible and adjust to meet the business needs.
- Experience managing and updating customer information within a CRM system to ensure accurate and current data is required; Yardi and/or Salesforce strongly preferred.
- Intermediate level proficiency with Microsoft Office Suite (e.g., Word, Power Point and Excel) and the ability to create and maintain Excel databases for efficient data organization.
Benefits
- This is a union position.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center experiencecustomer servicedata analysisreport creationproblem solvingCRM managementExcel proficiencydatabase managementdocumentation accuracyproductivity goal achievement
Soft skills
empathypatienceverbal communicationwritten communicationorganizational skillsattention to detailinterpersonal skillsactive listeningflexibilityprofessionalism
