Help Desk Customer Service Agent

Job Overview:

This is a fully remote position but it is preferred the candidate live in the Greater Cincinnati or Dayton area.

As a Help Desk Customer Service Agent for Liona Enterprises, you will work directly with the U.S. Department of Housing and Urban Development (HUD), you will be an integral part of delivering top-notch assistance and support to individuals and organizations seeking information, guidance, and services related to housing and urban development programs. Working with a diverse range of stakeholders, you will provide accurate and timely responses to inquiries, address concerns, and offer guidance to ensure the successful implementation of HUD's initiatives. The role requires exceptional communication skills, a strong understanding of HUD programs and policies, and a commitment to enhancing the quality of life for communities across the United States.

Key Responsibilities:

• Information Provision: Provide accurate information on HUD programs, policies, application processes, and eligibility criteria to applicants and stakeholders in a clear and concise manner.
• HUD Program Knowledge: Acquire in-depth knowledge of various HUD programs, including but not limited to public housing, Section 8 housing choice vouchers, affordable housing initiatives, community development block grants, and fair housing initiatives.
• Application Support: Assist applicants with the application process for HUD programs, guiding them through the necessary steps and documentation requirements.
• Issue Resolution: Identify and troubleshoot problems or concerns raised by applicants and stakeholders, ensuring timely resolution or appropriate escalation to higher-level authorities when necessary.
• Customer Satisfaction: Strive to achieve high levels of customer satisfaction by delivering excellent service and demonstrating a commitment to meeting the needs of HUD's stakeholders.
• Customer Interaction: Serve as the first point of contact for individuals, housing authorities, local governments, and organizations seeking assistance from HUD. Handle inbound inquiries through phone, email, and other communication channels with professionalism, courtesy, and empathy.
• Policy Compliance: Stay current with changes in HUD policies, regulations, and procedures to ensure accurate and up-to-date information is provided to customers.

Requirements:

• Previous experience in customer service, public service, or government agency operations is advantageous.
• Proficiency in general office practices
• U.S. citizenship or legal authorization to work in the United States.
• Excellent communication skills, both verbal and written, with the ability to communicate complex information in a user-friendly manner.
• Empathy, patience, and a customer-centric approach when dealing with individuals from diverse backgrounds and experiences.

Perks:

• Remote/ Work from home
• 40k salary
• Benefits
• 8-5 work hours with some flexibility

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