Customer Service Liaison

City of New York • New York City, NY

12d

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 related to environmental and occupational health risks through outreach, education, surveillance, and enforcement. BFSCS protects the public from hazards that may threaten health or safety and supports inspections of restaurants and other food-service and community facilities.

The position responds to customer questions and complaints, researches and updates information in databases, maintains the call-center monitoring queue, and supports correspondence and document handling. It also liaises with OATH, checks food-service establishment status in Accela, helps coordinate community outreach activities, and assists with special projects. Applicants must be permanent employees in the title and 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 stated 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 clerical/administrative staff performing work of more than moderate difficulty; or an associate degree or 60 semester credits and three years of such experience, including one year of the specified administrative or supervisory experience; or a high school diploma or equivalent and four years of such experience, including one year of the specified administrative or supervisory experience; or equivalent education and/or experience.
• All candidates must possess one year of administrative or supervisory experience as described in the qualifications.
• 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 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.
• Provide BFSCS staff with correspondence support 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, described as saving 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.
• Depending on the position, the possibility of working from home up to two days during the week.
• Job security compared with private-sector employment.

What This Job Offers

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