Program Specialist II - Call Center Representative [United States]

 

PROGRAM SPECIALIST II

HOUSING ASSISTANCE DIVISION

$48,466.75-$68,715.46 ANNUALLY (DOQ)

REGULAR POSITION – MULTIPLE POSITIONS

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POSITIONS AVAILABLE IN ALHAMBRA

The Los Angeles County Development Authority (LACDA) is a dynamic, innovative agency created in 1982 by the Board of Supervisors to generate affordable housing and economic redevelopment throughout Los Angeles County and participating cities. Funded primarily with federal grants, the LACDA is an industry leader in sponsoring new solutions to housing and forming partnerships with private and public agencies. To apply and find out more about the LACDA, please visit our web site at www.lacda.org.

The Housing Assistance Division of the Los Angeles County Development Authority (LACDA) is responsible for the administration of the Housing Choice Voucher Program (HCVP). The LACDA administers over 26,000 Housing Choice Vouchers for the County of Los Angeles, as well as other targeted and grant-funded rental subsidy programs. The Housing Assistance Division partners with 10,000 landlords, helping eligible families afford safe, decent, high-quality rental housing.

POSITION OVERVIEW

Positions in this classification work under close supervision to receive calls, answer questions, and provide housing assistance program information.

Essential Job Duties

The below statements are intended to describe the general nature and scope of work performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

• Answers and responds to a large volume of calls in a business-like manner to respond accurately and professionally to clients and members of the public.
• Operates applicable systems to provide requested information or to direct calls accordingly.
• Follows communication scripts to the extent provided by management.
• Updates and maintains detailed records of all conversations in a comprehensible manner.
• Ensures effective communication and provides a high level of customer service.
• Identifies and escalates unresolved or high-priority issues to management.
• Handles difficult customers in a calm manner.
• Identifies and addresses clients’ needs by answering questions based on established procedures, conducting researching and providing solutions and/or alternatives utilizing available resources and program knowledge.
• Navigates, views, and updates records in all Housing Assistance systems including Yardi, Laserfiche, and Rent Café.
• Provides excellent customer service by adhering to standards, policies, and procedures.
• Meets qualitative and quantitative targets.
• Performs other essential job-related duties as required.

Qualifications

• High School diploma or equivalent
• Two (2) years of direct customer service experience working in a public or private sector or working within a social service or community service environment determining client eligibility. *AA degree or equivalent college credits can substitute for one year of work experience.

DESIRABLE QUALIFICATIONS

• Experience in housing programs
• Experience in a call center environment
• Bilingual in Spanish or Russian

Knowledge of:

• Customer service practices and principles
• Business and telephone etiquette
• Basic record-keeping
• Applicable business software applications

Skill in:

• Analyzing situations, identifying problems, and developing and recommending solutions
• Exercising sound judgment and critical thinking in making decisions
• Communicating effectively orally and in writing
• Interacting professionally with various levels of employees, stakeholders, and outside representatives

Ability to:

• Deal with a high volume of calls
• Handle difficult customers in a calm manner
• Respond appropriately and professionally
• Handle highly confidential information
• Understand and follow oral and written instructions and procedures
• Communicate effectively with others
• Understand LACDA programs to be able to provide resources for the clients
• Utilize related computer systems and software applications
• Type and accurately input data

Additional Information

NOTE: Salary compensation is Dependent on Qualifications (experience, education, skills and abilities). Initial salary placement is generally made at the beginning to mid-point of the posted range. New hires are not eligible to start at the maximum of the posted range.

Successful applicants must possess a valid California Class C Driver's License, an acceptable driving record and comply with the LACDA's Motor Vehicle Safety Policy during the course of employment.

Successful applicants must complete a background investigation, Live Scan fingerprint search, pre-employment physical and drug screening prior to appointment.

To be considered, all qualified applicants are encouraged to apply online.

In the Work Experience section of your online application clearly describe your experience as it relates to the qualifications. Failure to provide this information may result in eliminating your application from further consideration.

For each job held, give the name and address of your employer, your job title, beginning and ending dates, and description of work performed.

Please answer ALL supplemental questions completely. If your application is incomplete, it may be rejected at any stage of the examination process.

Please include a resume and cover letter with your application but note that a resume cannot be substituted for any section of the online application and/or supplemental application. Work experience must be supported by the experience in your application. "See resume" is not an acceptable answer.

Three (3) professional references must be included in the "Reference" section of the application at the time of filing.

Human Resources staff will notify all applicants of their application status via email. Important notifications including invitation letters will be sent electronically to the email address provided. You are responsible for monitoring correspondence from this office by checking your email account in a timely manner.

A first review of applications will be completed upon receiving a sufficient number of qualified applications. Those applicants whose qualifications most closely meet the needs of the position will be invited for the examination process. Applications can be rejected at any stage of the recruitment process.

An assessment exercise may be conducted.

Los Angeles County Development Authority (LACDA) is an equal opportunity employer. We are committed to creating a workplace culture that embraces diversity, equity, and inclusion to advance our mission of building better lives and better neighborhoods.

If you are an individual with a disability and need to request reasonable accommodations under the Americans with Disabilities Act (ADA), please call Los Angeles County Development Authority, Human Resources at (626)586-1687 or via email at hr.recruiter@lacda.org.

This is a grant-funded position. Continuation of employment is contingent upon continued funding.

DEADLINE: June 8, 2023 @ 11:49 PM

APPLY IMMEDIATELY, POSITION MAY CLOSE WITHOUT PRIOR NOTICE.

RECRUITMENT NUMBER: 23054

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