Customer Information Representative

In order to be considered for this position candidate must be serving permanently in the title of Customer Information Representative or be reachable on the open-competitive list for Customer Information Representative, Exam #7042 or Exam #1157 or be eligible under the 55a program.

The Permit and Customer Service Group seeks to hire five (5) energetic Customer Information Representatives who will perform a vital role in managing approximately 400-500 calls daily to serve applicants for the City and State Disability Parking Permits, Annual-On-Street and Clergy permits.

The candidates will be trained to ensure applicants receive up to date permit application information and process information with professionalism and courtesy, in a timely manner.

• Duties and responsibilities consist of working in a fast paced, busy call center environment; serving customers over the phones and communicating with walk-in applicants;
• accessing computer databases, manual files, records and other system programs to gather information and provide proper responses;
• entering customer information and coding the purpose for calls received into the database; recording complaints and requests;
• making courtesy calls to follow-up on inquiries and processing mail, when necessary; troubleshooting and resolving inquiries;
• providing applicants with detailed instructions to assist them with completing the application process; preparing related forms and reports;

forwarding unresolved matters to appropriate supervisory / executive staff for further action; perform necessary related clerical administrative tasks such as, filing, make copies, data entry support work and other permit operation business tasks.

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

• Professional, respectful demeanor in diverse situations and settings.-Possess strong communication skills.-Detail oriented and organized.
• Self-motivated and works well, both independently and with others.-Proficient in MS Word, Excel, and Outlook.

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.

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 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.