CUSTOMER INFORMATION REPRESENTATIVE

Under supervision with some latitude for independent action, the selected candidates will provide information to customers, conduct research and perform clerical support.

Responsibilities will include, but not be limited to the following:
1. Answer heavy volume of incoming calls.
2. Receive complaints and create service requests as needed.
3. Schedule and confirm appointments.
4. Record and log appointments into computer system.
5. Respond to telephone, mail, e-mail and in-person inquiries; determine service required.
6. Utilize computer databases and information technology systems; research data needed to respond to inquiries.
7. Maintain tracking system used to record and monitor inquiries and resolutions.
8. Perform clerical tasks and computer support as required.

Note: Selected candidates may be required to work evenings, weekends and holidays.

Note: Depending on experience, selected candidate may be assigned to the Maintenance Call Center, Section 8/ATAD Call Center or Quality Assurance Unit.

NOTE: IF THIS APPOINTMENT IS MADE ON A PROVISIONAL BASIS PURSUANT TO 65 OF THE NYS CIVIL SERVICE LAW, NO TENURE OR PERMANENCE ACCRUES TO AN INCUMBENT IN THIS POSITION BY VIRTUE OF SUCH APPOINTMENT.

NOTE: These positions are open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, click on the link below: http://www.nyc.gov/html/dcas/downloads/pdf/psb/100_1.pdf

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

CUSTOMER INFORMATION REP - 60888

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.

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.