Customer Service Liaison

City of New York • New York, NY

1d • $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 Bureau protects the public from hazards that may threaten health or safety and is responsible for inspecting restaurants and a range of other facilities. The role handles customer inquiries and complaints, maintains accurate records and call-center information, prepares and mails notices and correspondence, and supports bureau staff and community outreach activities. The position is limited to permanent employees in the title who are reachable on the Principal Administrative Associate civil service list.

Requirements

• Must be a permanent employee in the title and reachable on the Principal Administrative Associate civil service list.
• Meet one of the listed Principal Administrative Associate qualification pathways: a bachelor's degree and two years of progressively responsible clerical/administrative experience, including one year in an administrative capacity or supervising staff performing work of more than moderate difficulty; an associate degree or 60 college credits and three years of such experience, including one year of qualifying administrative or supervisory experience; a high school diploma or equivalent and four years of such experience, including one year of qualifying administrative or supervisory experience; or equivalent education and/or experience, subject to the stated one-year administrative or supervisory experience requirement.
• Education above high school may substitute for general clerical/administrative experience at 30 college credits per six months of experience, up to a maximum of three years; it cannot substitute for the required year of administrative or supervisory experience.

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 II, 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 concerning 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

• Premium-free health insurance plan; the posting states it saves employees over $10,000 annually based on a 2024 assessment.
• Additional health, fitness, and financial benefits may be available depending on the position’s associated union or benefit fund.
• Public-sector defined benefit pension plan with steady monthly payments in retirement.
• Tax-deferred savings program.
• Worksite Wellness Program with health resources and opportunities.
• Depending on the position, the ability to work from home up to two days during the week.
• Job security compared with private-sector employment.

What This Job Offers

• Job Type: Full-time