Customer Care Associate

City of New York•New York, NY

About The Position

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE 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

Requirements

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE
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.

Responsibilities

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.