Customer Service Coordinator

City of New York•New York City, NY

10h

About The Position

The New York City Department of Youth and Community Development (DYCD) invests in a network of community-based organizations and programs to alleviate the effects of poverty and to provide opportunities for New Yorkers and communities to flourish. The Office of General Counsel supports the agency in fulfilling its mission of providing New York City with high-quality youth and family programming. DYCD funded programs include afterschool programs, literacy programs, the Summer Youth Employment Program and runaway and homeless youth shelters and drop-in centers, among other services. The Insurance Compliance Unit under DYCD’s Office of the General Counsel assists community-based organizations with compliance with City requirements. The candidate will serve as the Customer Service Coordinator within the Insurance Compliance Unit. The ideal candidate will have strong communication skills, writing, verbal, and people skills to effectively respond to a variety of inquiries, including insurance compliance inquiries, in a professional and courteous manner in compliance with DYCD standards. Under the supervision of the Director of Insurance Compliance, with some latitude for independent action, the Customer Service Coordinator’s responsibilities will include but are not limited to performing the following tasks:

Requirements

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Responsibilities

Maintain a database of vendor information and create initial agency communications with vendors about pending compliance matters.
Create and update a tracking system of inquiries and vendor contact information including actions taken, responses given and inquiries forwarded for further research
Use computer databases and information technology systems to retrieve information needed to respond to and track the progress of responses
Request from other DYCD units information needed to respond to inquiries
Prepare written replies using forms and form letters
Records resolution of inquiries in the tracking system and creates streamlined responses for frequently asked questions or vendor matters
Identify, investigate, and report compliance issues to the Office of the General Counsel
Work in collaboration with other DYCD units to improve operational efficiency
Perform other related functions and assignments as required
Answer telephone, mail, email and in-person inquiries in a timely manner