Call Center Specialist

Position Summary: The objective of the Call Center Specialist is to respond to general questions and needs from applicants, the community, elected officials, and stakeholders in; which the objective is to answer any program-related questions and assist in the application process.

Duties / Responsibilities:

· Respond to calls, providing resources, referrals, and guidance on navigating the CEWRI application process.

· Calls may be received through referrals from the PRDOH CDBG Call Center, applicants from Renewable Energy Installation Companies with questions regarding program steps and requirements, and other matters directly related to processing applications for the Program(s).

· Guide them through the application process; collect eligibility, DOB, and other

Documents, and to make sure that complaints are appropriately addressed throughout the process.

· Assist in the coordination and scheduling of site visits.

· Triage all calls to ensure an appropriate level of response is being provided

· Assure uniform quality standards are applied to all calls.

• Troubleshoot and resolve issues and concerns.

· Provide appropriate responses directly.

· Document all calls in the call log electronically.

· Provide all information for reports promptly.

· Follow all protocols and policies in answering calls.

Required Skills and Competencies:

· Excellent organizational skills and attention to detail

· Strong interpersonal, analytical, and problem-solving skills

· Previous call center experience in a federally funded program is a plus.

· Ability to communicate effectively, verbally and in writing

· Excellent time management skills with a proven ability to meet deadlines

· Experience working with federal grant-funded programs, including HUD CDBG, CDBG-DR, or CDBG-MIT.

· Bilingual candidates in English/Spanish Preferred.

· Strong, soft skills in working directly with applicants/clients

Required Education and Experience:

· Minimum of an associate’s degree in business administration, social service, or other relevant fields, bachelor’s preferred.

· At least 2+ years of relevant experience in a call center, customer service, or another relevant field

· Proficient in MS Office Suite

Under Section 3 of the HUD Act of 1968, additional preference will be given to Section 3 residents in the Puerto Rico area who meet the requirements of this position

Plexos Group LLC is an Equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law. Plexos Group recognizes the importance of a diverse and inclusive workforce that considers the needs of the communities we serve. We are committed to providing an inclusive work environment free from discrimination.