The Office of Human Resources (OHR) is a critical component in managing the agency’s most valuable resources, our employees. The Office of Human Resources holds a broad spectrum of responsibilities that contribute directly to ACS’ vision of offering comprehensive, quality services that empower children and families to thrive. ACS’ Office of Human Resources’ primary functions include developing and implementing the agency’s human resources policies and procedures, recruiting, and hiring qualified candidates for open positions, providing onboarding and training to new employees, managing employee performance and compensation, and ensuring compliance with all applicable employment, civil service, and labor laws. In addition to our primary functions, the Office of Human Resources provides a variety of other services to employees, such as career development, employee benefits, and wellness programs. The Office of Human Resources also works in partnership with ACS program areas and divisions to provide initiatives and services that nurture and develop an environment of employee empowerment, advocacy, and involvement in the organization while attracting and cultivating a diverse dynamic workforce.

The Office of Human Resources is seeking a qualified individual to serve as a Customer Service Liaison, who serves as the first point of contact for general HR inquiries from employees and divisions. Responsibilities and duties include, but are not limited to:

- Greet approximately 800 visitors on a monthly basis, registering reasons for their visit, resolving general inquiries or referring them to the appropriate HR specialist.
- Respond to approximately 50-100 daily emailed inquiries and 20 daily phone call inquiries.
- Maintain good relationships and coordination with all HR units in order to resolve inquiries and develop appropriate communication and resolution strategies.
- Utilize City systems to research employee and resource information for inquiry resolution.
- Maintenance of data entry logs/records/files of inquiries.
- Provide Customer Service Manager monthly reports showing trends, problem areas and pertinent data.
- Perform other work in relation to records, files, invoices and reports using numerical procedures including data/control coding.

Core Competencies
- Accountability and Professionalism – Demonstrates enthusiasm for and commitment to the position and accepts responsibility for personal actions
- Customer Service – Commits to meeting the expectations of internal and external customers. Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers.
- Collaboration and Teamwork – Supports a positive team environment in which members participate, respect and cooperate with each other to receive desired results
- Job-Specific Knowledge and Skills – Plans, prioritizes, and organizes work effectively to produce measurable results; keeps current with and effectively applies new work methods, skills and technologies to complete work at highest possible standards

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.

- Effective communication: Ability to effectively communicate in written and verbal form. - Relationship management: Ability to build rapport and foster effective relationships with internal and external partners. - Multi-tasking: Ability to handle multiple simultaneous requests while staying organized and providing appropriate levels of customer service.

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.