Company: CGI Federal
Position: Call Center Specialist
Location: Onsite - 107 S High St, Columbus OH
Duration: 6-month contract with extensions and a possibility for perm
MUST HAVES :
- 3-5 years of experience in Customer Service
- The ability to make ~50 calls a day
- Experience using ticketing systems and solving problems
- Great soft skills: timeliness, commitment, etc.
PLUSSES :
- Experience with Zendesk
- Have a basic understanding of the housing program
Responsibilities:
- Provide administrative support for members located in the Columbus, Ohio office.
- Monitor, record, and disseminate mail and email correspondence for the team members, as needed.
- Call Center Duties- answering inbound questions and concerns.
- Assist with mass mailings and phone calls.
- Identify and escalate unresolved inquiries to management.
- Respond to program tickets in response to program concerns.
- Collect, scan and upload required paperwork from households.
- Ensure case files are complete and accurate and sign off on appropriate documents.
- Enter client data into CGI and CMHAs system of record.
- Assemble family briefing packets.
- Respond to applicants or other interested parties regarding program information, waiting list information, and other similar inquiries.
- Help applicants and tenants fill out various forms relating to HCVP and other services.
- Provide program information and resources to clients.
- Schedule and organize client appointments.
- Ability to handle office equipment in a fast-paced environment using scanners, copiers and fax machines.
- Maintain positive relations with owners, applicants, participants and their representatives, and stakeholders.
- May be assigned to other projects as needed.