REPRESENTANTE DE ATENCIÓN AL CLIENTE

The New York City Department of Veterans' Services (DVS) connects, mobilizes, and empowers New York City's Veteran community in order to foster purpose-driven lives for New York City Service Members – past and present – in addition to their caregivers, survivors, and families. APPLICANTS MUST BE PERMANENT IN THE CLERICAL ASSOCIATE CIVIL SERVICE TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGEThe Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self- sufficiency as quickly as possible.Human Resources Solutions (HRS) supports the human resources needs of the Department of Social Services, the Human Resources Administration, and the Department of Homeless Services through strategic partnership and collaboration, with the goal of creating an inclusive, motivated, and client centered workforce.Human Resources Solutions (HRS) is recruiting for one (1) Clerical Associate IV to function as a Customer Care Representative, who will perform the following:- Respond to questions and inquires (via telephone and email) that require working knowledge of all HRS Operations, as well as other DSS-HRA-DHS program, initiatives, and communication.- Log all issues using Intranet Quorum (IQ) Web System, categorizing each issue, entering appropriate problem details and resolutions, and making referrals to the appropriate HRS Units, if unable to resolve the problem. - Process CityTime password resets for all DSS-HRA-DHS staff.- Process schedule changes in CityTime using an online system and as requested by the various agency program area.- Identify and resolve time timekeeping issues by researching and documenting pertinent information, reviewing time and leave entries in CityTime, reviewing and analyzing timekeeping action, generating, and analyzing pertinent reports (PMS, CHRMS, eStubs, and CityTime), and distributing the issue to the appropriate timekeeping supervisor for review and action, if needed.- Liaise with Human Resources Business Partners (HRBPs), Personnel Liaisons, and Managers to resolve staff payroll and timekeeping issues.- Identify urgent situations and immediately escalate to the relevant agency management.- Troubleshoot the CityTime system; document system issues; submit Remedy tickets for Citywide User Support and interact with the CityTime Help Desk staff to facilitate system solutions.- Rapidly assimilate new information relating to HRS system, agency policie/directive, special programs, and other information to be able to accurately respond to staff inquires.- Identify need for corrective actions (e.g., Absence Control Time and Leave issues).- Perform other duties, as assigned.Hours/Schedule: 9:00 AM 5:00 PM Requirements Qualification Requirements A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience. Skills Requirement Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute. Experienced (non-manager) #J-18808-Ljbffr Arrival NYC