We are looking for an experienced Sr. Customer Service Representative to support a housing association program in Baltimore, Maryland. This Contract position is ideal for a customer-focused individual who can manage high-volume inquiries with accuracy, empathy, and sound judgment. The person in this role will help resolve caller questions efficiently, provide virtual support, and ensure each interaction is documented and followed through appropriately.<br><br>Responsibilities:<br>• Handle incoming customer calls and respond to questions with accuracy and a service-oriented approach.<br>• Resolve concerns during the initial interaction whenever possible, while identifying when additional follow-up is needed.<br>• Provide assistance through virtual communication channels and guide customers through available services and next steps.<br>• Record customer interactions, updates, and outcomes in CRM and related business systems to maintain accurate case information.<br>• Research billing, benefits, claims, or account-related issues and communicate clear resolutions to customers.<br>• Coordinate follow-up activities to ensure open inquiries are addressed in a timely and complete manner.<br>• Use internal software applications, including ERP and customer service platforms, to access records and process service-related transactions.<br>• Support program service goals by maintaining organized documentation and adhering to established response standards.

• Prior experience in a senior-level customer service or call center role handling inbound inquiries.<br>• Demonstrated ability to work effectively with diverse customer populations in a detail-oriented and respectful manner.<br>• Proficiency with computer applications and experience using CRM platforms for case tracking and documentation.<br>• Familiarity with data entry and transaction processing in service-related systems.<br>• Ability to manage billing, benefits, or claims-related questions with attention to detail.<br>• Strong verbal and written communication skills, with the ability to explain information clearly.<br>• Proven ability to stay organized, prioritize multiple requests, and follow through on outstanding issues.

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