Customer Service Analyst

DCAS's mission is to make city government work for all New Yorkers. From managing New York City’s most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies, our work ensures that all agencies can deliver on their mission. Our reach touches every facet of City government and is instrumental to the successful day-to-day operations of the City of New York.

Equity, effectiveness, and sustainability guide our work providing City Agencies with the critical resources and support needed to succeed, including:

• Recruiting, hiring, and training City employees.
• Managing 55 public buildings.
• Acquiring, selling, and leasing City property.
• Purchasing over $1 billion in goods and services for City agencies.
• Overseeing the greenest municipal vehicle fleet in the country.
• Leading the City's efforts to reduce carbon emissions from government operations.

When you work at DCAS, you're not just working for one agency, but in service to all of them. It's an opportunity to provide meaningful support, quality customer service, and help protect the future of New York City for generations to come. Visit our website /DCAS to learn more about the work we do.

The New York City Department of Citywide Administrative Services (DCAS), Human Capital Line of Service, Customer Experience Unit provides one-stop shopping to answer questions and resolve issues regarding Civil Service lists, the appeals process, and any problems for active U.S. military members and veterans seeking to work for the City of New York. The Center monitors the intake and tracking of appeals in relation to administered promotion, open competitive, and Qualified Incumbent Examinations.

The Center interacts with the public, City employees, and with personnel at New York City agencies to answer questions about becoming and receiving promotion as a New York City employee. The Center utilizes a new customer relationship management system called NYCAPS TRAC to provide excellent customer service in real-time.

The Customer Experience Unit seeks to appoint one (1) Staff Analyst, L1 to serve as a Customer Service Analyst. The candidate will be responsible for, but not limited to, the following tasks:

• Review highly complex dispositions and amendments from agencies and ensure that all actions are compliant with Civil Service laws and personnel rules and regulations.
• Recognize and resolve discrepancies during auditing process in a timely manner.
• Ensure that dispositions conform to law, rules, and special terms.
• Ensure all dispositions are reviewed and closed timely.
• Respond to difficult and confidential agency inquiries.
• Research information for customer relationship management cases submitted by DCAS staff, outside agencies, and/or members of the public.
• Answer calls on the Interactive Voice Response (IVR) system.
• Provide accurate, complete, and appropriate responses.
• Perform complex reviews of employee personnel records in the mainframe and NYCAPS.
• Follow-up with agencies on overdue / expired certifications.
• Liaise with external and internal Human Resource Liaisons.
• Assist with unit special projects including, but not limited to, contacting agencies for missing or overdue documents, closing large complex dispositions, and other duties as assigned by supervisor.
• Develop and maintain working relationships with City agencies and other internal and external stakeholders.
• Troubleshoot candidate, technical, or scoring related issues submitted through the Online Application System (OASys) Help Desk.

A master’s degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school; or

A baccalaureate degree from an accredited college and two years of satisfactory full-time professional experience in one or a…