Role ResponsibilitiesThe responsibilities of the role will include: Handling approximately 60 inbound and outbound calls and managing 100-150 emails daily to support temporary housing arrangementsDocumenting detailed records of all interactions in the ACT database, including correspondence summaries, contact information, and issue resolutionsTracking key milestones such as move-out dates, lease expiration notifications, and furniture pickup schedulesAssisting policyholders with lease extensions, early terminations, and new housing arrangementsCollaborating with policyholders, landlords, and internal teams to resolve housing-related issuesSubmitting and updating landlord information and notifying relevant departments of address changesAddressing rent-related inquiries from policyholders and landlords, ensuring clear communication of payment termsAssisting with inbound calls through the Move-Out Call (MOC) queue, resolving requests and inquiries efficientlyPartnering with the Furniture Coordinator and Move-Out Department to address escalations and housing-related issuesMentoring new team members to ensure consistency in service delivery. High school diploma or equivalent required3+ years of customer service or call center experience preferredProficiency in Microsoft Office Suite (Excel, Word, Outlook)Strong verbal and written communication skillsAbility to manage a high volume of tasks with attention to detail and accuracyFamiliarity with the ACT program or similar CRM systems preferredExperience in temporary housing or customer-facing service roles preferred.