The NYC DOT’s Customer Service, Language Access and Correspondence unit’s (CSLACU) is the Commissioner’s central hub for customer service and processing of correspondence addressed to the Commissioner. CSLACU processes correspondence received from the NYC DOT’s public facing website, the Mayor’s office, and the 311 Call Center, social media posts and hard copy mails addressed to the Commissioner. The Unit assigns these requests/cases to the appropriate Operational Unit using a Customer Relationship Management (CRM) application called the Agency Response Tracking System (ARTS).

The candidates responsibilities will include but will not be limited to the following: communicating directly with the general public through written and oral communication, reaching out to clients or clients’ outreach to verify their request(s), updating and closing out requests; emailing or mailing acknowledgements to client’s requests within 14 calendar days as required under the Mayor’s Directive; determining the due date based on the type of request and assigning it to the appropriate Operational Unit, following up with Operational Units on all overdue requests and rerouting requests as required. The candidates must have strong writing, verbal, and people skills in order to respond to a variety of complaints in a professional and courteous manner in compliance with NYC DOT customer service standards. The candidates will also prepare written responses to constituents based on input and research provided by other Operation Units. These letters must be concise, assertive, and must follow the Agency's communication style. The candidates will also be answering calls from the general public who will be calling the Customer Service office to follow up on their request(s).

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 candidate must possess excellent writing skills, as well as strong verbal communication and computer skills (e.g., formatting Word documents, creating Excel spreadsheets, Outlook), and should have experience in conducting research. Candidate must provide one or more writing samples.

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.