Telephone Agent

City of New York • New York, NY

8h • $44,545 - $74,134

About The Position

The Client Experience Unit Telephone Agent works in the Administration for Children’s Services’ Division of Child and Family Well-Being, which provides supports for children and families across New York City, including child care assistance and community-based approaches. With latitude for independent judgment and decision-making, the agent responds to parent and provider calls, makes calls to providers and parents to resolve issues, and supports the unit’s call-research and service activities. The position reports to the Supervisor of the Client Experience Unit.

Requirements

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

Responsibilities

• Receive calls through the Genesys Cloud Application.
• Make calls to providers, parents, and others to resolve issues.
• Respond to parent and provider calls coming 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