We are looking for compassionate Customer Service Agents for our August 31, 2026 supporting the Housing Choice Voucher program. This is a fully remote W2 opportunity to take incoming calls, working from home using your own computer equipment that meets the technical requirements outlined below.
You must be able to establish a designated workspace, free from noise and distractions, to handle incoming phone calls. We provide client support via PHONE assisting with client inquiries, troubleshooting and general support.
About the Role:
As a Call Center Representative supporting the HCD Housing Choice Voucher (HCV) Program, you serve as the primary point of contact for program participants, property owners, community partners, and individuals or families seeking affordable housing assistance. Your role is essential in ensuring that every caller receives accurate, timely, and compassionate support.
You will assist participants and property owners in navigating HCD’s online systems, accessing program information, and understanding required processes and program requirements. You will provide first-tier support using information available within these systems and help callers resolve common questions related to eligibility, required documentation, inspections, recertifications, and other core program functions.
When an issue cannot be resolved at the first tier, you will follow established escalation procedures and utilize the online tracking tool to ensure concerns are routed appropriately and addressed in a timely manner. You will verify key information, maintain accurate records, and communicate clearly and professionally using approved scripts, procedures, and compliance standards.
Your work plays a critical role in ensuring every caller receives consistent, high-quality customer service that reflects the mission, values, and commitment of HCD.
Start Date: 8/31/2026
Remote – W/2 Opportunity
Training/Production Pay: $17/hour
- Training Schedule: Monday 8/31 – Friday 9/4, 9 AM - 6 PM EST
- Work Schedule: Monday - Friday, 8:00 AM - 5:00 PM EST
Key Responsibilities:
- Respond to calls related to the Housing Choice Voucher Program.
- Provide courteous, professional, and compassionate customer service to program participants, landlords, applicants, and community partners.
- Assist callers with navigating online portals and accessing program information and forms.
- Answer routine questions regarding:
- Eligibility and program requirements
- Annual and interim recertifications
- Inspections and inspection scheduling
- Rent reasonableness and payment inquiries
- Required documentation and deadlines
- Briefings, appointments, and general program procedures
- Review and verify caller information while maintaining confidentiality and data security standards.
- Accurately document all customer interactions in the designated housing management and tracking systems.
- Utilize approved scripts, knowledge base materials, and operational procedures to ensure consistent communication.
- Identify issues requiring additional review and escalate concerns through established workflows and tracing systems.
- Maintain productivity, quality assurance, and customer service performance standards.
- Participate in ongoing training, quality calibration sessions, and operational meetings.
Required Qualifications:
- High school diploma or equivalent; Associate’s degree preferred.
- 1+ years of experience in customer service, call centers, or government services support.
- Bilingual fluency in English and Creole is essential for effective communication with diverse customers.
- Strong verbal communication and active listening skills.
- High attention to detail and ability to follow structured call flows and documentation processes.
- Comfortable using call handling software, spreadsheets, and basic email platforms.
- Ability to handle sensitive and personal information with integrity and discretion.
Desired Attributes:
- Compassionate and patient demeanor.
- Strong problem-solving and multitasking abilities.
- Team player with a positive attitude.
- Comfortable working in a fast-paced, structured environment.
- Previous experience with government housing programs or similar social services is a major plus.
Training Provided:
- Detailed orientation to program and system procedures.
- Script training and mock call simulations.
- CRM/call documentation system training.
Work at Home Technical Requirements:
*Macbooks and Chromebooks are NOT allowed, only Window-based computers are compatible*
TECHNOLOGY REQUIREMENTS:
Minimum PC Requirements
CPU Speed:
· Dual Core 1.2 GHz or better·
. Intel Core i3 or AMD Ryzen 3 or better
Hard Drive
· 40 GB or more of available space
· 100 GB or more of total space
Memory:
* 8 GB of RAM or better
Operating System:
· Windows 11 (Home or Pro)
. Two (2) available USB 2.0 or greater ports
Minimum Monitor and Accessory Requirements:
Dual Monitors
· 1280 x 1024 (SXGA) screen resolution
· 1920 x 1080 (Full HD or 1080p)
· One monitor and one laptop OR 2 monitors and a desktop
Minimum Internet Connectivity Requirements:
Standard Connection / Speed
· Must have Hard-wired connection (no wireless/WiFi)
· Minimum 45 Mpbs download speed / Minimum 10 Mpbs upload speed
· Internet connection must not be shared with more than 3 devices in the same location.
Pay: From $17.00 per hour
Benefits:
Experience:
- Call Center: 1 year (Required)
Language:
- Haitian Creole (Required)
Work Location: Remote
