CUSTOMER INFORMATION REPRESENTATIVE L2

Customer Information Representative L2

Under general supervision with latitude for independent initiative and judgment, in addition to performing the duties of Customer Information Representative Assignment Level 1, respond to more complex and technical inquiries which have been forwarded; forward very complex, technical and unusual issues to specialists for response. Coordinate responses to emergent problems. Responsibilities will include, but not be limited to the following:

• Handle telephone, email, mail or walk-in inquiries referred by Customer Information Representatives - Assignment Level I.
• Serve as group leader/expert; train, advise and aid staff in using information technology systems to obtain information to respond to issues; to maintain tracking system; and to recall information on the status of service requests.
• Advise staff on proper telephone response techniques; how to obtain information to respond to inquiries and to identify issues to be referred to supervisors or subject matter specialists.
• Troubleshoot problem areas to recommend revised policies and procedures for customer service; may monitor calls to ensure quality of service and to determine information needed.
• In the temporary absence of the supervisor, may perform the duties of that position.

Note: Selected candidate 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.

Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Customer Information Representative to apply. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year in their current title and level (if applicable). NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS).

This position is 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.

Minimum 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.

Preferred Skills

1. Experience with various computer programs used in the call center. 2. Excellent customer service and communication skills. 3. Verifiable foreign language skills (conversational and written).

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.