Role OverviewUnder general supervision, respond to complex and technical inquiries, coordinate responses to emergent problems, and serve as a group leader/expert. Train and advise staff on using information technology systems and maintain tracking systems. Troubleshoot problem areas and recommend revised policies and procedures for customer service.
What You Will Do
Handle telephone, email, mail, or walk-in inquiries referred by Customer Information Representatives - Assignment Level I. Troubleshoot problem areas and recommend revised policies and procedures for customer service.
Why It Might Be a Fit
The selected candidate may be required to work evenings, weekends, and holidays. Depending on experience, the selected candidate may be assigned to the Maintenance Call Center, Section 8/ATAD Call Center, or Quality Assurance Unit.
Requirements
- A baccalaureate degree from an accredited college or university
- An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases, and information technology systems
- A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in '2' above
- A satisfactory combination of education and experience
Benefits
- A choice of medical coverage plans
- Deferred compensation plans
- A defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS)
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