Job Description

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.

Requirements

What You Bring

You bring experience in a high-volume contact center environment, with strong customer service and communication skills. You are comfortable managing multiple systems, following established procedures, and providing accurate and timely support to customers.

Education and Experience

High school diploma or GED required.

Minimum of two (2) years of experience in a high-volume contact center environment, including

responding to customer complaints.

Experience following SOPs and utilizing knowledge bases, FAQs, and internal support tools to provide accurate, consistent, and timely responses.

Omnichannel call center experience; rental property management or mortgage servicing experience is preferred.

Skills and Abilities

Ability to successfully obtain a Public Trust security clearance, which includes a credit check

and background investigation.

Excellent technical skills with the capability to navigate multiple computer systems and applications and utilize search tools to provide information to our clients.

Excellent time management skills and dependability.

Experience with MS Office (Outlook, Word, Teams).

Strong written and verbal communication skills including telephone etiquette.

Excellent customer service soft skills including handling upset customers.

Keyboarding proficiency of at least 40 words per minute.

Why Join Didlake

Be part of a mission-driven organization committed to creating opportunities for people with disabilities.

Opportunities for professional growth and leadership development.

A supportive and collaborative work environment.

Benefits

Health coverage for you and your family through Medical, Dental, and Vision plans

Health Reimbursement Account (HRA)

Life Insurance/ADandD

Short Term Disability

Employee Assistance Program (EAP) for work and personal support

401(k) retirement plan with company match

Paid time off awarded after every year of service

Paid sick leave that begins accruing upon hire

Employee Development Program (EDP)

Paid holidays

Direct deposit

Scheduled Hours

10:00am-6:30pm

Didlake jobs

Customer Service Representative