What are the responsibilities and job description for the CUSTOMER CARE ASSOCIATE position at HRA/DEPT OF SOCIAL SERVICES?
CUSTOMER CARE ASSOCIATE
- HRA/DEPT OF SOCIAL SERVICES
- Full-Time
- Exam May Be Required
Save
Job Description
The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self- sufficiency as quickly as possible.
Human Resources Solutions (HRS) supports the human resources needs of the Department of Social Services, the Human Resources Administration, and the Department of Homeless Services through strategic partnership and collaboration, with the goal of creating an inclusive, motivated, and client centered workforce.
Human Resources Solutions (HRS) is recruiting for one (1) Principal Administrative Associate III to function as a Customer Care Associate, who will perform the following:
- Conduct appropriate research in order to respond to inquiries, concerns, and requests from agency employees (via phone, email, post mail; and in person as needed) timely, accurately, and in accordance with the appropriate City/Union/Agency policies and procedures.
- Conduct follow-up inquiries with relevant units to track progress and ensure timely resolution on all inquiries, providing thorough oversight from initial contact to final response.
- Use the Intranet Quorum (IQ) system to log and communicate all inquiries, ensuring timely resolution and follow-up.
- Update and maintain accurate records, electronic files, and documentation of all customers care action and discussion in the division database; and updates contact log to ensure division has the most up-to-date contact information to assist in answering inquiries in a timely manner.
- Provide periodic reports for the Supervisor, Director, and Executive Director on active and pending cases in assigned areas. Updates record documenting agency response to inquiries and requests.
- Identify emerging issues and assess cases for trending problems which may require a more in-depth coordinated response or policy action, ensuring Supervisor and Director are kept abreast of such issues.
- Perform administrative tasks at the direction of the Supervisor and other executive staff regarding matters relevant to outstanding issues within HR Customer Care.
- Coordinate/lead special Customer Care projects, as requested by Supervisor and Director.
- Assist in the development of new initiatives and updating of outreach materials. Perform additional administrative duties and provides assistance with special projects, as requested.
Hours/Schedule: 9:00 AM – 5:00 PM
PRINCIPAL ADMINISTRATIVE ASSOC - 10124
Minimum Qualifications
1. 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
2. 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 "1" above; or
3. 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 "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" 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 "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Preferred Skills
- Self-starter with superior interpersonal skills - Excellent written/verbal communication skills - Strong organizational skills - Good negotiation and problem-solving skills - Strong technical/computer skills - Results-oriented individual with the ability to effectively meet critical deadlines - Ability to review reports, identify trends, and provide recommendations for improvement - Successful experience using Intranet Quorum (IQ) a plus
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 https://studentaid.gov/pslf/.
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.
Save
- Experience Level:Experienced (Non-Manager)
- Category:Administration & Human Resources
Salary : $68,209 - $78,440