District of Columbia Housing Authority

Vacancy Announcement
Central Office
VACANCY ANNOUNCEMENT # 12-28 (A)
(This announcement amends areas of consideration and opening and closing dates.)

Title: Customer Service Call Center Representative (Correspondence) Grade: DS-0301-09 Opening Date: 07-27-12
Area of Consideration: DCHA Employees and the General Public

Department:

Customer Service Call Center

Salary Range: $47,295 pa - $61,709 pa Closing Date:

Open until filled

This position is in a Collective Bargaining Unit represented by AFGE Local 2725. Duties and Responsibilities: Receives comments and questions from DCHAs Intranet website and determines level of assistance necessary to provide responses and/or resolve issues. Researches information in the Wizard system or by other manner to respond to website correspondence. Provides draft responses to routine requests or questions from external and internal customers. Assigns due dates to correspondence and follows up to assure timely response and resolution. Notifies the Metropolitan Police Department and the Department of Fire and Emergency Medical Services of all life threatening emergencies. Maintains confidentiality of non-public information; strictly adheres to all policies and procedures with regard to protecting personal, private and individual data. Performs other related duties as assigned.

Qualification Requirements: High school diploma. Associates degree preferred. Previous call center and/or customer service experience a plus. Equivalent education and experience may be considered. Ranking Factors: The following ranking factors will be used in the evaluation process. All applicants must respond to each ranking factor by providing a narrative statement addressing the factors listed below. Please describe specific incidents of sustained achievements from your experience that show evidence of the level at which you are applying. You may refer to any experience, education, training, etc. that includes the degree to which you possess the job related knowledge, skills and ability described in the ranking factors. Note: Failure to respond to all ranking factors will eliminate you from consideration. Ranking Factor #1: Knowledge and skill in the techniques and practices of call center communications and the ability to deal effectively with complex communications problems. (over)

Ranking Factor #2: Comprehensive knowledge and experience in the use of various computer programs including Microsoft Office Suite. Ranking Factor #3: Ability to function comfortably in a fast-paced, performance-based customer call center environment, where calls are monitored, recorded and assessed. Ranking Factor #4: Ability to communicate effectively and assess communication needs. Ranking Factor #5: Ability to multi-task and work well under pressure. Other Significant Factors: This position is designated as essential. This position may be subject to criminal background and/or random drug and alcohol testing pursuant to DC Act 15-630. Reasonable accommodations may be made to enable individual with disabilities to perform essential function. Must pass a writing and editing skills exam.

For consideration please submit your application to: Human Resources Department 1133 North Capitol Street N.E., Room 222 Washington D.C. 20002 Fax # (202) 535-1375

DCHA IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER