CUSTOMER SERVICE SPECIALIST

Job Title: Customer Service Specialist Department: LMHA Office Services Reports To: Office Services Manager FLSA Status: Non-Exempt Salary: $18.49/hour Position Summary The Customer Service Representative serves as the first point of contact for Louisville Metro Housing Authority (LMHA) residents, applicants, landlords, and the general public.

This position is responsible for providing exceptional customer service by answering inbound calls, responding to inquiries, resolving concerns, and accurately documenting all customer interactions within the agency's housing management system (Yardi).

The Customer Service Representative is expected to professionally handle a high volume of calls while maintaining confidentiality, demonstrating empathy, and ensuring timely follow-up and resolution of customer requests.

Essential Duties and Responsibilities The statements below are intended to describe the general nature and scope of work performed by this position.

They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

Other duties may be assigned.

Receive and respond accurately, courteously, and professionally to customer inquiries received via telephone.

Respond to customer questions utilizing available resources, agency policies, procedures, and program knowledge.

Research customer concerns and provide accurate information or appropriate referrals.

Properly relay information to LMHA staff regarding customer calls, concerns, and requests.

Identify, prioritize, and escalate unresolved inquiries to the appropriate department for resolution.

Accurately document all customer interactions, complaints, requests, and follow-up activities within the LMHA system of record (Yardi).

Verify and update customer demographic and contact information.

Perform data entry while maintaining a high level of accuracy.

Proactively address participant and landlord issues and concerns.

Utilize the LMHA records management system efficiently and accurately.

De-escalate difficult or emotionally charged situations while maintaining professionalism and providing excellent customer service.

Maintain knowledge of LMHA programs, policies, procedures, and community resources.

Collaborate with internal departments to ensure timely resolution of customer issues.

Meet established performance standards related to call quality, productivity, attendance, and customer satisfaction.

Maintain confidentiality of resident, applicant, landlord, and agency information.

Provide exceptional customer service to residents, applicants, landlords, coworkers, vendors, and community partners.

Ensure regular attendance and punctuality.

Perform other duties as assigned.

Supervisory Responsibilities None.

Minimum Qualifications High school diploma or equivalent required.

Associate degree in Public Administration, Business Administration, Human Services, Communications, or a related field preferred.

Minimum of three (3) years of customer service experience.

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