Under general supervision with latitude for independent initiative and judgment, in addition to performing the duties of Customer Information Representative Assignment Level 1, respond to more complex and technical inquiries which have been forwarded; forward very complex, technical and unusual issues to specialists for response. Coordinate responses to emergent problems.
Responsibilities will include, but not be limited to the following:
1. Handle telephone, email, mail or walk-in inquiries referred by Customer Information Representatives - Assignment Level I.
2. Serve as group leader/expert.; train, advise and aid staff in using information technology systems to obtain information to respond to issues; to maintain tracking system; and to recall
information on the status of service requests.
3. Advise staff on proper telephone response techniques; how to obtain information to respond to inquiries and to identify issues to be referred to supervisors or subject matter specialists.
4. Troubleshoot problem areas to recommend revised policies and procedures for customer service; may monitor calls to ensure quality of service and to determine information needed.
5. In the temporary absence of the supervisor, may perform the duties of that position.
Note: Selected candidate may be required to work evenings, weekends and holidays.
Note: Depending on experience, selected candidate may be assigned to the Maintenance Call Center, Section 8/ATAD Call Center or Quality Assurance Unit.
1. Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Customer Information Representative to apply.
2. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year in their current title and level (if applicable).
NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).
NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, click on the link below:
https://bit.ly/55aProgram
Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.
CUSTOMER INFORMATION REP - 60888