Customer Service Liaison, Bureau of Food Safety and Community Sanitation

City of New York • New York, NY

8h • $61,656 - $70,904

About The Position

The Customer Service Liaison works in the Bureau of Food Safety and Community Sanitation (BFSCS) within the New York City Department of Health and Mental Hygiene’s Division of Environmental Health. The Division works to prevent and control illness and injury from environmental and occupational health risks through outreach, education, surveillance, and enforcement. BFSCS protects the public from hazards that may threaten health or safety and is responsible for inspections of restaurants and a range of other facilities.

The role addresses customer questions and complaints, maintains accurate information in databases and monitoring queues, and provides administrative and correspondence support to BFSCS staff. It also supports community outreach activities and special projects. The job is open to permanent candidates.

Requirements

• Meet one of the listed qualification pathways: a bachelor's degree and three years of progressively responsible clerical/administrative experience, including one year in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or an associate degree or 60 semester credits and four years of such experience, including one year of the specified administrative or supervisory experience; or a high school diploma or equivalent and five years of such experience, including one year of the specified administrative or supervisory experience; or equivalent education and experience, while still possessing the required year of administrative or supervisory experience.
• Education above high school may substitute for general clerical/administrative experience at 30 semester credits for six months of experience, up to a maximum of 3½ years; it cannot substitute for the required year of administrative or supervisory experience.

Nice To Haves

• Prior experience working in and/or managing a customer service unit.
• Exceptional communication and interpersonal skills.
• Excellent decision-making, problem-solving, and organizational abilities.
• Proficiency in Microsoft Office.
• Analytical skills.

Responsibilities

• Address customer questions and complaints, ensure timely resolution, and escalate issues to management when necessary.
• Work with the Director of Special Projects, Communications and Customer Service to implement changes based on feedback and performance data.
• Research and update permits, inspections, closures, and food service establishment names, contacts, and addresses in databases, ensuring accuracy.
• Maintain and update the Call Center monitoring queue.
• Under the direction of the Director of Communications, Customer Service, and Special Projects, prepare, print, and mail letters and Notices of Violation.
• Monitor and answer telephone calls, take messages, scan documents for FACTS I, upload and photocopy forms, and assist the unit as needed.
• Liaise with OATH, verify food service establishment status in Accela, and process Grade Card replacement requests.
• Support BFSCS staff with correspondence about reopenings, obstructions, withdrawals, and modifications.
• Assist the Director of Special Projects, Communications and Customer Service with coordinating community outreach presentations and workshops.
• Assist with special projects as needed.

Benefits

• Potential eligibility for federal or state student loan forgiveness and repayment assistance programs.
• Premium-free health insurance plan.
• Additional health, fitness, and financial benefits may be available based on the position’s associated union or benefit fund.
• Public sector defined-benefit pension plan.
• Tax-deferred savings program.
• Worksite Wellness Program.
• Depending on the position, the possibility of working from home up to two days during the week.
• Potentially greater job security compared with private-sector employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level