This position entails providing residents with information and status updates related to issues he or she may be experiencing and have not been resolved through regular communication channels (Customer Contact Center, Property Management staff, etc.). The selected candidate will have considerable latitude in acting as a department liaison.

Under the supervision of the Deputy Director and/or Administrator, candidate’s responsibilities shall include, but not be limited to the following:

1. Act as a liaison between residents within each borough.
2. Work closely with NYCHA heating staff to ensure timely completion and/or resolution to problems raised.
3. Evaluate information in the TSAP and Siebel systems, including creation of queries and reports.
4. Assist with online self-service portal inquiries.
5. Coordinate with Heating Department and other Operations staff.
6. Manage resident correspondence to the Heating Management Services Department.
7. Maintain quantitative data documenting communication with residents; develop a comprehensive data reporting infrastructure for external reporting.
8. Manage technical assistance to ensure items are properly tracked, addressed, and dispositioned.
9. Manage special projects as requested.
10. Perform other related administrative duties to support the Heating Operations.

NOTE: Candidate selected must be available to work and travel throughout the five boroughs; and will be required to work rotating shifts, including holidays and weekends.

8:30 AM - 4:30 PM
4:00 PM - 12:00 AM
10:00 AM - 6:00 PM

Additional Information

1. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

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 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.