Customer Services Team Lead
Company: Nan McKay & Associates
Location: Miami
Posted on: April 24, 2024
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Job Description:
POSITION: Customer Services Team Lead
SUPERVISOR: Customer Service Supervisor
STATUS: Non-Exempt
SUMMARY
The position duties include a wide range of activities related to
providing Customer service to Housing Choice Voucher (HCV)
participants and HCV owners, and other stakeholders. Lead Customer
Service Representative functions as the technical expert on the
program and processes for the assigned team. Takes on additional
duties as
assigned, focused in the areas of general team support.
SUPERVISION RECEIVED AND EXERCISED:
Operates under the direct general supervision of a Supervisor; the
Lead Customer Service Representative exercises no supervision over
other employees but may act on behalf of or in the absence of the
team supervisor.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The below statements are intended to describe the general nature
and scope of work being performed by this position. This is not a
complete listing of all responsibilities, duties and/or skills
required. Other duties may be assigned.
BEHAVIORAL COMPETENCIES:
To perform the job successfully, an individual should demonstrate
the following competencies:
--- Performance Excellence: Set high standards of performance;
pursue aggressive goals and work hard/smart to achieve them; strive
for results and success; convey a sense of urgency and bring issues
to closure; and persist despite obstacles and opposition.
--- Customer Service: Meet/exceed the expectations and requirements
of internal and external customers; identify, understand, monitor
and measure the needs of both internal and external customers; talk
and act with customers in mind; and recognize working colleagues as
customers.
--- Effective Communication: Ensure important information is passed
to those who need to know; convey necessary information clearly and
effectively orally or in writing; demonstrate attention to, and
convey understanding of, the comments and questions of others; and
listen effectively.
--- Quality: Demonstrate accuracy and thoroughness; look for ways
to improve and promote quality; apply feedback to improve
performance; monitor own work to ensure quality.
--- Responsiveness and Accountability: Demonstrate a high level of
conscientiousness; hold oneself personally responsible for one's
own work; and do the required fair share of work.
--- Integrity: Must abide by strict ethical standards, integrity,
objectivity and confidentiality when dealing with client, employee
or financial information, and budget analysis and must avoid any
personal conflicts of interest.
DESIRED QUALIFICATIONS:
High School Diploma; Education equivalent to a two-year degree from
a regionally accredited institution in Public Administration,
Social Science or a closely related field preferred; Alternatively,
a minimum of two years of progressively responsible work experience
for a public agency, or related work in the social service,
community service, customer service and/or call center
environments.
Must be able to communicate effectively both orally and in writing
(bilingual English/Spanish or preferred); possess strong typing and
computer skills with knowledge of Microsoft Office products;
possess strong organizational skills required to prioritize tasks
and demands and consistently to deliver work product on time.
Keywords: Nan McKay & Associates, Miami Lakes , Customer Services Team Lead, Hospitality & Tourism , Miami, Florida
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