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Senior Client Relations Specialist

• Georgia - Dekalb - Atlanta (https://ga.referrals.selectminds.com/jobs/73237/other-jobs-matching/location-only)

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• (https://ga.referrals.selectminds.com/landingpages/administrative-operations-support-opportunities-at-team-georgia-16)

Administrative & Operations Support

•

Community Affairs, Georgia Department of - DCA

•   

2 hours ago Post Date

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Make a difference and join the DCA Team! DCA gives employees more to do than merely make a living. We are serious about helping Georgia's families live more abundantly with a greater sense of hope and achievement. If public service, a great environment, and the desire to enrich the lives of others motivate you to do your best work, you should consider joining the DCA Team.

OUR MISSION

To help build strong, vibrant communities.

OUR VISION

For Georgians of today and tomorrow to have the opportunity to live and work in thriving communities

OUR CULTURE

DCA is dedicated to helping build strong, vibrant communities. We are a diverse team of highly competent and committed professionals who strive to help people and communities thrive through technical expertise, innovative thinking and a passion for making a difference. Team members are at their best when collaborating and supporting each other as they perform challenging and dynamic work. We are serious about helping Georgia's families live more abundantly with a greater sense of hope and achievement. If public service and the desire to enrich the lives of others motivates you to do your best work, you should consider joining the DCA Team

GENERAL DESCRIPTION:

The Sr. Client Relations Specialist role is to lead a team who e ff ectively communicate via phone and chat to assess, assist, and direct customer needs. The position will work closely with Housing Choice Voucher (HCV) Department sta ff , senior management, and communicate with external stakeholders to assist, connect, and resolve escalations to meet customer needs through our virtual call center. The Sr. Client Relations Specialist will be the department’s first point of escalation for Client Relations Specialist and will serve as their immediate supervisor.

JOB DUTIES AND RESPONSIBILITIES:

The Senior Client Relations Specialist (SRCRS) will be responsible for supervising the Client Relations Specialists (CRS). The SRCRS will handle all escalations initiated via Zendesk, including calls, instant messages, webform tickets, etc.

SRCRS’s will learn each area of the business unit to assist the department in reducing escalations. SR CRSs are expected to always display professionalism while providing excellent customer service to all callers. All inquiries will be recorded and documented in a ticket that will require SRCRSs to produce clear and e ff ective notes on all tickets that are created. SRCRS’s will assist the department with identifying solutions to manage call volume and create resources that will be available to the public.

This role will report directly to the Business Services Manager. The SRCRS is responsible for managing the day ‐ to ‐ day operations of the call center by providing guidance and support to the agents. This position will perform workforce management for the call center; to include managing the schedule, phone coverage, assisting with reporting, and meetings to minimize the impact on business hours. This position will track and monitor the productivity and performance of the agents to report to leadership. The Senior Client Relations Specialist will identify areas of improvement and work closely with the Program Governance team to develop solutions. Solutions include process improvement and team performance improvement plans as needed. This role will be responsible for informing the Business Services Manager of the team’s performance, challenges, successes, etc.

The SRCRS will report to the Business Services Manager but may receive directives from other Senior Leadership. As a hybrid employee, the SRCRS must have a secure and private location to work as they will handle sensitive information. Although the position is remote, some in person work and local travel may be required. Remote employment privileges are revokable if job duties are not successfully performed in a teleworking environment.

KNOWLEDGE SKILLS & ABILITIES:

Knowledge: Understands the processes, policies, verbiage, and of the HCV Program. Candidates will be required to be able to assist external contacts with basic inquiries, while knowing where and how to direct

escalations/inquiries.

Skills: Ability to operate a computer, computer software and programmed virtual phones in a remote environment

Ability: The incumbent must possess and employ significant skills to communicate e ff ectively by phone and in person with a wide spectrum in education among tenants, landlords, employers, o ffi cials, fellow employees, and service providers.

AGENCY SPECIFIC MINIMUM REQUIREMENTS:

Highschool diploma or equivalent. Must be able to e ff ectively communicate in English (read, write, speak). Demonstrated experience dealing with a diverse public.

PREFERRED QUALIFICATIONS

One year’s HCV related experience and one year of customer service experience (preferably in a call center environment).

WORKING CONDITIONS (TRAVEL,HOURS,ENVIRONMENT)

This position is currently designated as a hybrid (part in-office and part remote/Telework) position. This position is full time (40 hours per week) and may require occasional overtime. Local periodic travel may be required.

PHYSICAL / SENSORY REQUIREMENTS:

Work is principally stationary, but the person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc., and constantly operates a computer and other office equipment.

Must be able to remain in a stationary position 50% of the time.

Must be able to perform office-related duties.

Must be able to operate office equipment.

Must be able to establish and maintain effective working relationships with employees, tenants, and community agencies and other entities that provide services.

Must be able to perform essential job functions, with or without reasonable accommodation.

Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.

Must maintain punctuality and attendance as scheduled.

NOTE: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability, protected veteran status, or any other characteristic protected by law. All qualified applicants will be considered but may not necessarily receive an interview. Due to the large volume of submissions received by this office, information concerning application and/or interview status cannot be provided. Selected applicants will be contacted for next steps in the interview process. Applicants who are not selected will not receive notification. This position is subject to close at any time once a satisfactory applicant pool has been identified.

DCA is an Equal Opportunity Employer. If you need accommodation for an interview, please contact the Human Resources Office at (404) 679-4845

Hiring is contingent upon satisfactory results of employment verification, background, criminal records investigation and motor vehicle reports.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the business and requirement of the job change. This job posting may close at any time upon gaining a sufficient applicant pool from which to select a qualified candidate.

All duties and responsibilities listed are considered to be essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of the job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related, or logical assignment to the position.

High school diploma/GED and five (5) years in a lead worker, team leader, or supervisory role communicating information in a customer service setting; or two (2) years of experience required at the lower level Customer Svc Rep 3 (GST122).

Additional Information

+ Agency Logo:

+ Requisition ID: ADM0IYU

+ Number of Openings: 1

+ Advertised Salary: $44,000-$48,000

+ Shift: Day Job

+ Internal Contact Name: Tara Montgomery

+ Internal Contact Email: [email protected]