OER - CUSTOMER INFORMATION REPRESENTATIVE
About The Position
The Office of Emergency Response Unit (OER) is a 24/7 operation that is dedicated to the resolution of any incident or crisis that threatens the structural integrity or impedes public safety or the free flow of people and goods utilizing the transportation infrastructure systems within the city of New York. OER consists of four sub-Units: The Communications Center, Emergency Response, Radio Repair and Maintenance, and Emergency Planning and Preparedness. Make visual inspection of all operating equipment and settings and report malfunctioning equipment. The candidate selected to fill this vacancy will provide customer service utilizing computer databases and information technology to access information and coordinate responses required for both emergency and non-emergency situations. In addition will conduct research to resolve problems and forward unresolved matters to appropriate staff and offices for further action. Under direct supervision, s/he will be required to monitor radio frequencies, answer radio calls in the prescribed manner, transmit information to field personnel as dictated in the Standard Operating Procedures manual (SOP), make telephone calls, and accurately log transmissions as necessary; perform accurate data entry and retrieval on various systems. Create comprehensive and accurate incident descriptions and collect accurate location information. The Office of Emergency Response (OER) is a 24 x 7 Unit.
Requirements
- Serving permanently in the title of Customer Information Representative, or be reachable on the civil service list, Exam #5074.
- A baccalaureate degree from an accredited college or university; or
- An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or
- A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in '2' above; or
- A satisfactory combination of education and experience.
- Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in '2' above.
- College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in '2' above.
- All candidates must possess a four-year high school diploma or its educational equivalent.
Nice To Haves
- To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in '2' above.
- To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in '2' above.
Responsibilities
- Provide customer service utilizing computer databases and information technology to access information and coordinate responses required for both emergency and non-emergency situations.
- Conduct research to resolve problems and forward unresolved matters to appropriate staff and offices for further action.
- Monitor radio frequencies.
- Answer radio calls in the prescribed manner.
- Transmit information to field personnel as dictated in the Standard Operating Procedures manual (SOP).
- Make telephone calls.
- Accurately log transmissions as necessary.
- Perform accurate data entry and retrieval on various systems.
- Create comprehensive and accurate incident descriptions.
- Collect accurate location information.
- Make visual inspection of all operating equipment and settings and report malfunctioning equipment.
Benefits
- The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
