Correspondence Liaison

City of New York•New York City, NY

About The Position

The NYC DOT Customer Service, Language Access and Correspondence Unit (CSLACU) is the Commissioner’s central hub for customer service and correspondence processing. The Unit handles 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. It uses the Agency Response Tracking System (ARTS), the agency’s Customer Relationship Management application, to assign requests and cases to the appropriate operational units. The Correspondence Liaison communicates with members of the public, manages and documents service requests in ARTS, coordinates request review and resolution with operational units, and prepares written responses to constituents. The role requires strong written, verbal, interpersonal, organizational, and customer service skills, as well as the ability to manage multiple requests, use sound judgment, and remain professional when addressing sensitive, complex, or challenging concerns.

Requirements

High school graduation or equivalent and three years of experience in community work or community-centered activities related to the described duties; or equivalent education and/or experience.
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 and maintain professionalism when addressing sensitive, complex, or potentially challenging customer concerns.

Responsibilities

Communicate directly with members of the public through written and oral communication.
Respond to inquiries and contact constituents to clarify and verify their requests or concerns.
Enter, update, monitor, and close service requests in ARTS.
Send email or written acknowledgements to constituents within 14 calendar days, as required by the Mayor’s Directive.
Determine appropriate due dates based on the type and nature of each request.
Assign requests to the appropriate operational unit for review and resolution.
Follow up with operational units regarding overdue requests and outstanding responses.
Reroute requests to the appropriate operational unit when necessary.
Respond professionally, courteously, and promptly to a wide range of constituent complaints and inquiries in accordance with NYCDOT customer service standards.
Prepare written responses to constituents based on information, research, and recommendations from operational units.
Draft concise, assertive, professional correspondence that follows the Agency’s established communication style.
Answer telephone calls from members of the public seeking information or following up on previously submitted requests.
Maintain accurate and timely case information and ensure requests are documented through resolution.