Call Agent, Bureau of Customer Support

City of New York•Long Island City, NY

1d•Hybrid

About The Position

The Bureau of Customer Support Services Call Center, within the Office of External Affairs, serves as a state-of-the-art facility providing a single point of entry for all Department of Health and Mental Hygiene (DOHMH) information and services to the people of New York City. This includes offering information about services and programs, referrals, appointments, follow-up, and health literature. The Call Center is seeking a Call Agent to provide customer service by answering phones and handling live chats. The Call Agent will primarily inform the public on processes for ordering or correcting birth and death certificates (in person, online, or via mail), guide customers on checking order statuses using the E-vital status portal or email, and assist with inquiries related to funeral procedures, directing calls to appropriate entities as needed. Additionally, the Call Agent will help with placing literature orders for various materials.

Requirements

High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
Education and/or experience which is equivalent to "1" above.

Nice To Haves

Strong customer service orientation
Courteous telephone manner
Excellent oral and written communication skills
Basic computer literacy
Spanish speaking a plus

Responsibilities

Communicate effectively on the telephone and through live chat to handle calls from different workgroups such as Dog License, Vital Records, Health Academy, Accela, STD results line, Provider Access Line (PAL), Literature Fulfillment and other/General Information queues.
Provide customer service by answering phones/chats to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and or death certificates in person, online or via mail.
Answer other Vital Records calls and chats related to funeral procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity.
Guide customers on how to check the status of orders placed using the E-vital status portal or by sending an e-mail to the appropriate department for status.
Provide the community/callers with health education information, making appropriate referrals for counseling and testing.
Disseminate information and service the public with information related to public health topics.
Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.
Maintain and update databases computerized data/records; and analyze various data for accuracy.
Handle emergencies and other ad hoc assignments.
Perform other required duties/tasks as assigned.

Benefits

Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance.
Benefits: City employees are entitled to unmatched benefits such as: a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
a public sector defined benefit pension plan with steady monthly payments in retirement.
a tax-deferred savings program
a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

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