Customer Service Technician

Job Title : Customer Service Technician

Customer Service Technician provides direct services to customers, clients, residents, vendors and the public by performing the following duties.

Position Responsibilities :

• Answers incoming telephone calls, determines purpose of callers, and responds to inquiries regarding products and services offered by the Indianapolis Housing Agency. Forwards calls to appropriate personnel or department.
• Retrieves messages from voice mail and responds or forwards to appropriate personnel.
• Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
• Talks with customers, clients, residents, vendors and / or the public by phone or in person.
• Copies data and compiles records and reports, fills out forms.
• Operates computer terminal to input and retrieve data.
• Operates office machines such as typewriter, adding, calculating, and duplicating machines.
• Opens and routes incoming mail, answers correspondence, and prepares outgoing mail.
• Greets and assists visitors.
• Gives information to and interviews customers, clients, residents, vendors and the public.
• Address complaints in a calm and professional manner.
• Prepares and sorts documents, and identifies and interprets data to be entered into computer.
• Contacts clients, residents, vendors and / or the public to resolve questions, inconsistencies, or missing data provided to the Indianapolis Housing Agency.
• Enters alphabetic, numeric, or symbolic data from source documents into computer following format displayed on screen, and enters necessary codes.
• Compares data entered with source documents, or reenters data in verification format on screen to detect errors.
• Makes necessary corrections to information entered.
• Compiles, sorts, and verifies accuracy of data to be entered.
• Keeps record of work completed.
• Reviews error reports and enters corrections into computer.
• Files or routes source documents after entry.
• Calls or writes customer to ensure satisfactory performance of service.
• Receives, sorts, and routes mail.
• Sends faxes, and retrieves and routes incoming faxes.
• Creates and prints fax cover sheets, memos, correspondence, reports, and other documents when necessary.
• Performs other clerical duties as needed, such as filing, photocopying, and collating.
• Dispatches orders and relays messages and special instructions to mobile crews and other departments.
• Reports suspected fraud to immediate supervisor
• Must complete and pass HCV training and update courses as provided by IHA

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Independent Judgment :

High school diploma or general education degree (GED); or one to three months related experience and / or training; or equivalent combination of education and experience. Ability to read and interpret documents such as rules, regulations, policy and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.