Call Agent, Bureau of Customer Support

Call Agent, Bureau of Customer Support

Part-time

Location: QUEENS

Department: Information Support Services

$24.38 $28.04

Job Description

Within the Office of External Affairs is the Bureau of Customer Support Services Call Center. The DOHMH Call Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all department information and services. This mission is accomplished through a state-of-the-art customer service facility designed to provide clients, the public, and the provider community with information about our services and programs; referrals, appointments and follow-up; health literature and education materials. The Call Center is seeking to hire a Call Agent. Duties will include but not be limited to:

• Communicate effectively on the telephone and through live chat to handle calls from different workgroups.
• Provide customer service by answering phones/chats to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and or death certificates in person, online or via mail.
• Guide customers on how to check the status of orders placed using the E-vital status portal or by sending an e-mail to the appropriate department for status.
• Provide the community/callers with health education information, making appropriate referrals for counseling and testing.
• Disseminate information and service the public with information related to public health topics.
• Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.
• Maintain and update databases computerized data/records; and analyze various data for accuracy.
• Handle emergencies and other ad hoc assignments.
• Perform other required duties/tasks as assigned.

Preferred skills: strong customer service orientation, courteous telephone manner, excellent oral and written communication skills, basic computer literacy, Spanish speaking a plus.

Minimum Qualifications

Qualification requirements: 1. 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 2. Education and/or experience which is equivalent to "1" above.

Residency Requirement

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 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.

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.

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