Customer Service Representative

Didlake, Inc. is a nonprofit rehabilitation services organization dedicated to creating opportunities that enrich the lives of people with disabilities. Since 1965, Didlake has served thousands of individuals with significant disabilities by providing training, job placement, employment opportunities, and day support services. We are proud to provide meaningful and purposeful work that supports independence and community inclusion.

Why This Role Matters

As a Customer Service Representative, you will assist renters, homebuyers, and homeowners regarding their housing requests. This is a great opportunity to gain knowledge of HUD rental assistance programs and to learn about FHA Housing Administration (FHA) mortgage programs through ongoing training while delivering excellent customer service to connect others with program resources.

What You Will Do

• Respond to inbound calls, emails, live chat and voice mails following Standard Operating Procedures (SOP).
• Answers routine questions from the public on FHA mortgage programs and HUD properties.
• Utilize HUD systems (i.e. SMART, SFISnet, HERMIT) to assist appropriate callers following Privacy SOPs.
• Utilizes prepared scripts with little or no deviation.
• Enter accurate and detailed information in a Customer Relationship Management application, summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.
• Warm transfers calls that are not in the Knowledge Base to the applicable HUD department per SOP. Performs miscellaneous job-related duties as assigned. *
• Deliver excellent customer service in a high-volume call center, including responding to customer complaints.
• Ability to effectively navigate a computer Customer Relationship Management System and other HUD Systems.