Call Agent, Bureau of Customer Support

New York City, NY • Queens, NY

128d • Remote

About The Position

Within the Office of External Affairs is the Bureau of Customer Support Services Call Center. The DOHMH Call Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. This mission is accomplished through a state-of-the-art customer service facility designed to provide clients, the general public, and the provider community with information about our services and programs; referrals, appointments and follow-up; health literature and education materials. The Call Center is seeking to hire a Call Agent. The Call Agent will be responsible for providing customer service by answering phones 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. The Call Agent will also guide customers on how to check the status of orders placed using the new E-vital status portal or by sending an e-mail to the appropriate department for status. Vital Records calls and chats may consist of customers who are calling regarding matters such as inquiring about how to apply or obtain a death certificate, funeral related procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity. The Call Agent will also assist in placing literature orders for materials such as posters, signs, pamphlets, and information.

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.
• 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.
• Public sector defined benefit pension plan with steady monthly payments in retirement.
• Tax-deferred savings program.
• 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.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Justice, Public Order, and Safety Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees