Customer Operations Associate

Responsibilities

• Answering, addressing, and corresponding with internal and external customers by telephone, e-mail, and in-person in a timely manner within the required customer service levels: escalating customer inquiries as needed and providing necessary follow-up.
• Assisting the Customer Service Operations Team with meeting the performance targets of the unit by answering telephone calls and ensuring calls are answered within the average call wait times and call wrap-up time.
• Adhering to and meeting the expectations of Executive Order 120 and Local Law 30 Language Access Plan requirements.
• Build knowledge from all DOB units to provide effective centralized customer service.
• Analyze knowledge gaps and provide feedback to project managers.
• Troubleshoot and assist customers to solve system issues identified by external customers.
• Provide service to incoming callers while building rapport as a representative of DOB.
• Update and improve communication materials for external customers including frequently asked questions.
• Implement quality assurance procedures through standardization and service levels to optimize the customer experience.
• Contribute to a knowledge base for internal staff to streamline processes.
• Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer service operations.
• Perform duties and responsibilities as assigned by Director.

Only permanent Principal Administrative Associates, applicants who are reachable on the Principal Administrative Associate open competitive list, and applicants as indicated below will be considered.

Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

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NOTE:

ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

• A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in the first item above; or
• A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in the first item above;
• Education and/or experience equivalent to the above. However, all candidates must possess the one year of administrative or supervisory experience as described in the first item above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in the first item above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

• Experience in a fast-paced work environment.
  
  - Outstanding communication and organizational skills, analytical and problem-solving skills, self-motivation, initiative, attention to details, persistence, and commitment to public service.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at (Use the "Apply for this Job" box below)..

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 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.

Additional Information

The City of New York is an inclusive equal…