OPEN TO 311/OTI EMPLOYEES ONLY

The successful candidate will serve as an Assistant Training Associate reporting to the 311 Customer Service Center. Responsibilities will include: assist in community-related liaison functions between 311 and other city agencies; assist in research and analysis to support preparation and development of instructional materials and business communications to optimize customer interactions, community support, communications campaigns, and other public services across multiple contact center channels; facilitate training activities, customer-focused community programs and services, and citywide public health initiatives; conduct meetings and presentations; and provide administrative support for community-focused initiatives, equitable service delivery and quality service across channels as well as liaison functions and continuous improvement efforts.

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

The preferred candidate should possess the following: More than 1 year of satisfactory full-time experience as a civil service Call Center Representative overall performance evaluation rating of Good or higher recent QA average of 90 or above demonstrated knowledge of call center best practices and technologies advanced written and verbal communication skills strong collaboration and team building skills strong customer and quality focus strong business writing skills advanced knowledge of Microsoft Office programs including Word, Excel, Access, Project, PowerPoint, and Publisher programs advanced level experience with business intelligence tools and social media applications excellent public speaking and presentation skills strong time management skills advanced research and data compilation skills strong documentation skills excellent planning, facilitation, and coordination skills and ability to excel in a collaborative and fast-paced environment.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.