Customer Service Representative

• Greet visitors with warmth and professionalism, provide information, and connect them with the right team members.

• Respond to general program questions from the public, both in person and over the phone.

• Look up and update information in the system of record.

• Document visitor details-name, reason for visit, who they were referred to, next steps, and more.

• Encourage visitors to complete customer service survey cards.

• Handle incoming phone calls, offering clear information and routing callers as needed.

• Monitor the flow and overall atmosphere of the waiting area to ensure a positive experience.

• Complete weekly spreadsheets, including:

  • Number of walk-in visitors and reasons

  • Number of phone calls and reasons

• Immediately notify the HCV Manager and Managing Director of any concerns involving discrimination, legal issues, or similar serious matters.

• Foster a positive team culture by treating coworkers with courtesy and professionalism.

• Follow all requirements of the quality management system.

• Take on other duties as needed-no two days are ever exactly the same!

• High school diploma or equivalent required; additional education is a plus.

• Business/secretarial coursework helpful but not required.

• Willingness to attend Quadel Housing Specialist Training when offered.

• Three years of office, customer service, or administrative experience preferred.

• A natural people-person with strong, friendly customer service skills.

• Clear and confident verbal communication.

• Ability to work effectively with individuals from diverse backgrounds.

• Comfortable completing weekly reports and documentation.

• Able to stay productive and positive even with frequent interruptions.

• Strong English skills; multilingual abilities (especially Spanish) a plus.

• Proficient with standard office equipment, computers, and common software tools.

• Typical office setting with moderate noise.

• Expect busy periods with high walk-in or call volume.

• Problem Solving: Thinks on their feet, approaches challenges with a calm and solutions-focused mindset.

• Technical Skills: Eager to learn, grow, and share knowledge with others.

• Customer Service: Handles tough situations with professionalism and empathy; follows through on commitments.

• Interpersonal Skills: Communicates respectfully, maintains confidentiality, listens actively, and embraces new ideas.

• Oral Communication: Speaks clearly, listens carefully, and responds thoughtfully in all situations.

• Written Communication: Produces clear, polished written work and interprets information accurately.

• Teamwork: Brings positive energy to the team, supports colleagues, and contributes to a collaborative, goal-oriented environment.

This description provides a general overview of the role and may evolve as the needs of the team change. Management may adjust responsibilities as necessary.

As a contractor on federal government contracts, Quadel is obligated to and will comply with and enforce the requirements of the Drug-Free Workplace Act of 1988 and any applicable regulations issued by government agencies with respect to alcohol and/or drug use. Quadel is or may also be required to comply with alcohol and/or drug policy and/or testing requirements specified in contracts with government agencies and other companies or organizations to which Quadel provides service. Quadel will comply with and enforce these contractual requirements with respect to alcohol and/or drugs. As such, candidates to whom an offer is extended are required to submit to a pre-employment drug screening.

Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the position.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABLED
Quadel is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

EEO/AA