Sr. Customer Service Representative

We are looking for an experienced Sr. Customer Service Representative to join a Housing Association team in Baltimore, Maryland on a Contract basis. This position supports residents and program participants by handling incoming inquiries, resolving concerns efficiently, and delivering responsive service across phone and virtual channels. The ideal candidate brings a strong customer care background, confidence using business systems, and the ability to manage follow-up tasks with accuracy and professionalism.Responsibilities:• Respond to a high volume of inbound calls and online inquiries while providing courteous, solutions-focused support.• Resolve customer questions during the initial interaction whenever possible to improve service efficiency and client satisfaction.• Document conversations, service requests, and outcomes accurately within CRM and related business systems.• Conduct follow-up communication with callers to confirm resolution, provide updates, or gather additional information.• Explain program, billing, claims, or benefits-related information clearly to customers based on established guidelines.• Use multiple software platforms, including data processing and enterprise systems, to research accounts and complete service activities.• Escalate complex issues appropriately while maintaining ownership of the customer experience through resolution.• Support department operations by maintaining organized records and ensuring timely completion of assigned service tasks.