Correspondence Liaison

City of New York•New York, NY

3d•$44,545 - $80,000

About The Position

The NYC DOT Customer Service, Language Access and Correspondence Unit (CSLACU) serves as the Commissioner’s central hub for customer service and the processing of correspondence addressed to the Commissioner. CSLACU processes correspondence and service requests received through the NYC DOT public-facing website, the Mayor’s Office, the 311 Call Center, and hard-copy mail addressed to the Commissioner. The Unit assigns requests and cases to the appropriate operational unit using the Agency Response Tracking System (ARTS), the agency’s Customer Relationship Management (CRM) application.

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
Education and/or experience which is equivalent to the above requirement.

Nice To Haves

Strong written, verbal, interpersonal, organizational, and customer service skills.
Ability to communicate effectively with a diverse range of members of the public.
Ability to manage multiple requests simultaneously.
Ability to exercise sound judgment.
Ability to maintain professionalism when addressing sensitive, complex, or potentially challenging customer concerns.

Responsibilities

Communicating directly with members of the public through written and oral communication.
Responding to inquiries and reaching out to constituents to clarify and verify their requests or concerns.
Entering, updating, monitoring, and closing service requests in ARTS.
Sending email or written acknowledgements to constituents within 14 calendar days, as required by the Mayor’s Directive.
Determining appropriate due dates based on the type and nature of each request.
Assigning requests to the appropriate operational unit for review and resolution.
Following up with operational units regarding overdue requests and outstanding responses.
Rerouting requests to the appropriate operational unit when necessary.
Responding to a wide range of constituent complaints and inquiries in a professional, courteous, and timely manner consistent with NYCDOT customer service standards.
Preparing written responses to constituents based on information, research, and recommendations provided by operational units.
Drafting concise, assertive, professional correspondence that follows the Agency’s established communication style.
Answering telephone calls from members of the public seeking information or following up on previously submitted requests.
Maintaining accurate and timely case information and ensuring requests are appropriately documented through resolution.