Under general supervision, with latitude for independent initiative and judgment, the Customer Operations Representative responsibilities will include, but not limited to the following:

1. Respond to a multitude of incoming inquiries from internal and external stakeholders, including public housing residents, applicants, City Hall, Elected Officials and other related internal and external stakeholders.
2. Conduct applicable research related to the correspondence (inquiry), utilizing Siebel and Maximo systems.
3. Work in collaboration with Property Management to ensure responses to inquiries are accurate and handled in accordance with the department's service level agreement.
4. Prepare draft correspondence to inquiries for submission to approvers for final review.
5. Troubleshoot complaints and recommend applicable resolutions.
6. Contact residents to ensure satisfaction of services provided.
7. Perform other administrative responsibilities as needed.

NOTE: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Housing Assistant to be considered.

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:

http://www.nyc.gov/html/dcas/downloads/pdf/psb/100_1.pdf

Additional Information

1. This position is open on a direct transfer (lateral) basis only. It is not open as a promotional opportunity.
2. This vacancy is for a title which is normally filled through the Automated Transfer List System (ATLS). However, employees applying to this location via the Automated Transfer List System (ATLS) must reapply to this vacancy posting to be considered for this position.
3. Employees applying for transfer opportunity must have served a period of one year at current location and in current title and level (if applicable).

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

1. A baccalaureate degree from an accredited college; or

2. A four-year high school diploma or its educational equivalent, approved by a State's Department of Education or a recognized accrediting organization and four years of satisfactory full-time experience in housing management at a development or developments containing at least 150 apartments, performing any one or a combination of the following duties: interviewing applicants; determining eligibility; gathering and evaluating information to resolve complaints; collecting rents; and/or resolving tenant related problems; or

3. A satisfactory equivalent combination of education and experience as described in "1" or "2" above. Undergraduate college credit may be substituted for experience on the basis of 30 semester credits from an accredited college for one year of satisfactory full-time experience. However, all candidates must have a four-year high school diploma, or its educational equivalent
EXPERIENCE IN WHICH TASKS PERFORMED ARE PRIMARILY CLERICAL, SECRETARIAL, RECEPTIONIST, AND/OR ACCOUNTING IS NOT ACCEPTABLE. EXPERIENCE THAT INCLUDES ONLY
INCIDENTAL CONTACT OR INTERACTION WITH TENANTS IS NOT ACCEPTABLE.

1. Experience with Microsoft Office. 2. Experience with Siebel and Maximo. 3. Excellent customer service and communication skills

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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/

NYCHA has no residency requirements.

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.