Senior Clerical Associate
About The Position
The Senior Clerical Associate is responsible for assisting the general public, internal customers, other City Agencies and property owners with understanding the compliance rules of the City of New York with respect to owning, installing, and maintaining elevators under DOB jurisdiction. Under supervision: - Review and follow extensive training materials pertaining to the DOB NOW system and the Department of Buildings’ operations and translate that knowledge to customers to resolve their technical and procedural inquiries - Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW and other unit related customer service operations - Answer and address customer inquiries via the IVR phone system, IQ Help Tickets, and email in a timely manner within the required customer service levels: answering calls within 30 seconds and responding to emails within 24 hours - Escalate customer inquiries as needed and provide necessary follow-up - Inspection processing via CRM - Data entry for Amusement Rides - Signoff and provide copies of elevator applications - Clerical functions related to payments, tracking, refunds, violation issuance, research and processing support - Assist with FOIL and Subpoena Requests - Complete clerical work related to occupancy requests, reviews, and signoffs - Perform additional functions at the request of the Deputy Director and Director
Requirements
- A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
- Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
Responsibilities
- Review and follow extensive training materials pertaining to the DOB NOW system and the Department of Buildings’ operations and translate that knowledge to customers to resolve their technical and procedural inquiries
- Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW and other unit related customer service operations
- Answer and address customer inquiries via the IVR phone system, IQ Help Tickets, and email in a timely manner within the required customer service levels: answering calls within 30 seconds and responding to emails within 24 hours
- Escalate customer inquiries as needed and provide necessary follow-up
- Inspection processing via CRM
- Data entry for Amusement Rides
- Signoff and provide copies of elevator applications
- Clerical functions related to payments, tracking, refunds, violation issuance, research and processing support
- Assist with FOIL and Subpoena Requests
- Complete clerical work related to occupancy requests, reviews, and signoffs
- Perform additional functions at the request of the Deputy Director and Director
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
