CUSTOMER SERVICE ASSISTANT

Customer Service Assistant

Launched in 2015, IDNYC is the largest and most successful municipal ID program in the country! IDNYC is a card for all New Yorkers, regardless of their immigration status. IDNYC benefits all city residents, including those from some of our most vulnerable communities the unhoused, youth, the formerly incarcerated, and others who may have difficulty obtaining a government-issued photo ID. The IDNYC card is free for all New Yorkers. IDNYC is recruiting for one (1) Community Assistant to function as Customer Service Assistant who will be responsible for answering inquiries from the public and IDNYC cardholders, responding to general 311 and web inquiries, as well as continuously improving the customer satisfaction. The Customer Service Assistant may also become involved in quality improvement projects as well as generating reports based on the direction from the leadership team. Working under the direction of the Director of Customer Service, the Customer Service Assistant will :

• Review customer inquiries submitted via 311 call centers and IDNYC website, and respond in a timely manner.
• Identify trends in customer service issues and track customer comments and concerns, as well as actions taken.
• Collaborate with the Quality Assurance team to identify training needs and improve customer satisfaction.
• Liaise with IDNYC staff and leadership to ensure that appropriate changes were made to resolve customers' issues.
• Refer unresolved customer inquiries to designated units in IDNYC for further investigation.
• Aid the IDNYC leadership team as needed.
• Perform other duties as necessary

Work Hours / Shift : Monday Friday 9am-5pm Work hours and shifts vary by site. Selected candidates must be willing to work flexible schedules which includes evenings and weekends. Travel within all 5 boroughs of NYC is required. Work Location : 1 Metrotech Brooklyn, NY Location : COMMUNITY ASSISTANT - 56056

Qualifications :

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.