Customer Service Representative

Core Competencies

Accountability and Professionalism â Demonstrates enthusiasm for and commitment to the position and accepts responsibility for personal actions
Customer Service â Commits to meeting the expectations of internal and external customers.
L-listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers.
Collaboration and Teamwork â Supports a positive team environment in which members participate, respect and cooperate with each other to receive desired results
Job-Specific Knowledge and Skills â Plans, prioritizes, and organizes work effectively to produce measurable results; keeps current with and effectively applies new work methods, skills and technologies to complete work at highest possible standards

Responsibilities and Duties

• Greet approximately 800 visitors on a monthly basis, registering reasons for their visit, resolving general inquiries or referring them to the appropriate HR specialist.
• Respond to approximately 50-100 daily emailed inquiries and 20 daily phone call inquiries.
• Maintain good relationships and coordination with all HR units in order to resolve inquiries and develop appropriate communication and resolution strategies.
• Utilize City systems to research employee and resource information for inquiry resolution.
• Maintenance of data entry logs/records/files of inquiries.
• Provide Customer Service Manager monthly reports showing trends, problem areas and pertinent data.
• Perform other work in relation to records, files, invoices and reports using numerical procedures including data/control coding.

Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Education and/or experience which is equivalent to "1" above.

Qualifications

• Education and/or experience which is equivalent to "1" above.

Additional Information

• Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.
• To apply, please go to CityJobs NYC and search for Job ID #784112.
• No phone calls, faxes or personal inquiries permitted.
• Note: Only candidates under consideration will be contacted.
• New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
• 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.