Customer Information Representative
Job Details
Full Job Description
Job Description
In
order to be considered for this position candidate must be serving
permanently in the title of Customer Information Representative or be
reachable on the open-competitive list for Customer Information
Representative, Exam #7042 or Exam #1157 or be eligible under the 55a
program.
The Permit and Customer Service Group seeks to hire
five (5) energetic Customer Information Representatives who will
perform a vital role in managing approximately 400-500 calls daily to
serve applicants for the City and State Disability Parking Permits,
Annual-On-Street and Clergy permits. The candidates will be trained to
ensure applicants receive up to date permit application information
and process information with professionalism and courtesy, in a timely
manner.
Duties and responsibilities consist of working in a
fast paced, busy call center environment; serving customers over the
phones and communicating with walk-in applicants; accessing computer
databases, manual files, records and other system programs to gather
information and provide proper responses; entering customer
information and coding the purpose for calls received into the
database; recording complaints and requests; making courtesy calls to
follow-up on inquiries and processing mail, when necessary;
troubleshooting and resolving inquiries; providing applicants with
detailed instructions to assist them with completing the application
process; preparing related forms and reports; forwarding unresolved
matters to appropriate supervisory/executive staff for further action;
perform necessary related clerical administrative tasks such as,
filing, make copies, data entry support work and other permit
operation business tasks.
Qualifications
1. A baccalaureate
degree from an accredited college or university; or
2. An
associate degree from an accredited college or university and two
years of satisfactory, full-time experience responding to inquiries
utilizing computers, databases and information technology systems for
researching the answers to questions in a customer service, help desk
or public information capacity; or
3. A four-year high school
diploma or its educational equivalent and four years of satisfactory,
full-time experience as described in "2" above; or
4. A
satisfactory combination of education and experience. Satisfactory,
full-time experience working for a New York City government agency
responding to inquiries utilizing computers, databases and information
technology systems for researching the answers to questions in a
customer service, help desk or public information capacity may be
substituted on the basis of one year of NYC government work experience
for two years of the experience described in "2" above. College credit
may be substituted for the experience in a customer service, help desk
or public information capacity on the basis of 30 semester credits for
each year of the experience described in "2" above. However, all
candidates must possess a four-year high school diploma or its
educational equivalent.
To be eligible for assignment to
Assignment Level II, candidates must have, in addition to meeting the
above Qualification Requirements, one more year of the satisfactory
full-time experience described in "2" above.
To be eligible
for assignment to Assignment Level III, candidates must have, in
addition to meeting the Qualification Requirements for Assignment
Level I, two more years of the satisfactory full-time experience
described in "2" above.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
Customer Information Representative
City of New York
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