Telephone Agent

City of New York • New York City, NY

7d

About The Position

The Client Experience Unit Telephone Agent works within the Administration for Children’s Services (ACS), Division of Child and Family Well-Being (CFWB). With latitude to exercise independent judgment and decision-making, the agent handles telephone inquiries and works to resolve issues involving parents, providers, and others. The role uses the Genesys Cloud Application to receive calls and Work Track to enter call data for research. The agent reports to the Supervisor of the Client Experience Unit and attends scheduled meetings, trainings, and workgroups, as well as assisting with special assignments.

ACS protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. CFWB works to ensure families and children have the supports they need to thrive and exercise self-determination, including child care assistance, caregiver and child-serving professional support, and investment in community-based approaches.

Requirements

• High school graduation or equivalent and three years of experience in community work or community-centered activities related to the duties described; or education and/or experience equivalent to these qualifications.

Responsibilities

• Receive calls through the Genesys Cloud Application.
• Call providers, parents, and others to resolve issues.
• Respond to parent and provider calls through the Client Experience Unit as needed.
• Troubleshoot calls with supervisors.
• Enter call data for research in Work Track.
• Attend meetings, trainings, and workgroups as scheduled by the Supervisor.
• Assist with special assignments as requested by the Supervisor.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED