Call Center Representative

General Purpose

This individual will provide call center services in support of an operational change project servicing residents living in NYC public housing with mold, leaks, and excessive moisture conditions and thus having health challenges exacerbated by their living conditions.

Hours : This is an hourly full-time position. All overtime must be pre-approved by the Manager. 8 : 30am - 5 : 30pm EST

Major Duties and Responsibilities :

Conduct incoming and outbound telephone calls regarding service questions and general customer concerns

Review data reports and communication tools to aid in the response to customer questions or concerns

Record written summary of transpired communications into a customer service software

Respond efficiently and accurately to calls, explaining possible solutions to ensure the caller and client feels supported and valued

Monitor progress of work being performed based on customer service request to ensure the appropriate action steps are being followed and follow-up, as needed

Responsible for maintaining a high level of professionalism and empathy with customers and working to establish a positive rapport with all callers

Work with management team to stay updated on client matters and be informed of any changes within the engagement

Knowledge, Skills & Abilities :

Outstanding communication skills and the ability make fast and reliable decisions within strict deadlines involving complex environments and situations

Ability to de-escalate customer complaints / concerns and bring the customer back into a more normal state

Strong attention to detail and written communication skills

Organizational skills necessary

Ability to remain professional and courteous with customers at all times

Analytical skills and the ability to read and interpret data

High level of confidentiality required

Ability to multi-task and prioritize tasks necessary

Ability to learn quickly and adapt to change

Ability to work in a high-volume and high-pressure environment

Ability to problem solve

Ability to work independently and as a part of a team

Strong interpersonal skills and the ability to work in virtual teams across the country

Excellent customer service software system experience, including ZenDesk

Proficient in Microsoft Office Suite (including Outlook, Word, Excel, and PowerPoint)

Strong Preference for bi-lingual capabilities in Spanish and other languages.

Preferred understanding of public housing development corporations and its low-income or middle-income resident populations

Previous Experience :

1 or more years of call center experience, customer service experience, and / or social work experience

Preferred knowledge of residential property management operations or public housing

Must be authorized to work in the US without employer sponsorship.

For individuals assigned to work in California, Colorado, New York City, or Washington, Stout is required by law to include a reasonable estimate of the compensation range for this role.

The range for this role considers several factors including but not limited to prior work and industry experience, education level, and unique skills.

The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled.

It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current range is $20.00 - $25.00 hourly. This role is also anticipated to be eligible to participate in an annual bonus plan.

Information about benefits can be found here - .

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Why Stout?

Our goal is to provide a comprehensive Total Rewards program that includes competitive compensation, benefits & wellness programs that allows employees to choose what’s most important to them at any life stage.

At Stout, we are committed to the personal and professional development of our employees while fostering a diverse and inclusive environment.

Stout Culture : We honor the fundamental value and dignity of all individuals. We are committed to representing and including the unique experiences, perspectives, and backgrounds of our people, partners, and the communities we serve.

Our core values embrace a culture of inclusion and the equitable treatment of all team members, starting with Stout’s leadership and spreading across the organization.

We strive to recruit, develop, and retain individuals with an array of talents, ideas, and experiences that propel the entrepreneurial spirit and exceptionalism that drive our success.

To learn more about our commitment to diversity, equity, and inclusion, click .

Professional Development : To foster employee development we offer ongoing training and learning opportunities, employee resources groups, mentorship programming, and professional designation reimbursement.

We believe in timely and proactive performance excellence, ongoing 360 feedback, clear performance expectations at each level, and quarterly check-ins with your manager ensure you are supported and growing your career.

Stout Benefits : Stout offers a variety of benefits to meet the ever-changing needs of our employees throughout their career at Stout.

View our to see what this can look like for you.

Flexible Work Schedules : Work-life balance is important to us and we want our employees to have balanced lives, which is why we have a discretionary time off policy for all salaried exempt employees.

This gives you the ability to take time off as appropriate.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.