Call Center Representative


Date Posted:
Job Code:
1751 Park Ave
1751 Park Avenue
New York
United States of America



It is an essential job requirement to be fully vaccinated against COVID-19 for this role.  If you need an accommodation of any kind for religious or disability reasons, including related to this job requirement, please contact Human Resources.

We are seeking energetic and reliable professionals to join our team as Call Center Representatives. The successful candidates will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls to the managerial team when necessary. Our Call Center Representatives are often the first point of contact for customers’ product issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.


  • Answer incoming customer phone calls and take appropriate action for each call
  • Maintain customer satisfaction ratings based on explicit criteria set forth by the company
  • Attend mandatory training sessions to stay updated on product or company policy changes
  • Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
  • Input data into the company computer platform to keep each customer record updated
  • Update client demographics including phone numbers, pharmacy, address, insurance
  • Schedule, Reschedule, Cancel, Confirm appointments as necessary
  • Create Telephone encounters and send to the appropriate staff within the different clinics
  • Transfer telephone calls to appropriate staff as calls are answered
  • Understands Housing Works programs (Health Homes, RAD, HR, CP)
  • Capable of managing large amounts or inbound and outbound calls in a timely manner
  • Identifying customers’ needs, clarify information, research every issue and providing solutions
  • Scan clients’ documents in EMR system, and correctly document

Minimum Requirements

  • High school diploma or GED required
  • Bilingual Spanish Preferred
  • Strong computer skills
  • Excellent interpersonal communication skills
  • High level of professionalism
  • Strong problem solving abilities
  • Excellent customer service and communication skills.
  • Technology literate.
  • Ability to learn new systems and workflow processes.
  • Ability to multi-task on an ongoing basis.
  • Good organization and prioritization skills.
  • Proven ability to utilize and teach others to use mobile technology.
  • Accurate recordkeeping and documentation skills 
  • Familiarity and experience in working with homeless, substance use, mentally ill and other vulnerable populations
  • Ability to work occasional evenings and weekends with advance notice
  • Adherence to Housing Works Core Values All-In, Stronger Together, Membership, High Performance.

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This position is included in a bargaining unit of Housing Works’ New York City employees represented by a labor union known as the Retail Wholesale and Department Store Union (“RWDSU”). Accordingly, the RWDSU has the exclusive right to bargain over the terms and conditions of employment related to this position and this position may become covered by the terms of a collective bargaining agreement (a “CBA”) between Housing Works and the RWDSU.

Housing Works is a healing community of people living with and affected by HIV/AIDS. Our mission is to end the dual crises of homelessness and AIDS through relentless advocacy, the provision of lifesaving services, and entrepreneurial businesses that sustain our efforts.