This position encompasses responsible work of varying degrees of difficulty and complexity performed under the supervision of higher level staff. Under that supervision, and with wide latitude for independent judgment, creates and follows procedures to ensure accountability, applicable client assistance, appropriate production standards and proper handling of service requests and legal documents. As well, assists in managing the overall function of the unit, its workflow and technical concerns. Candidate will primarily be responsible for interacting with clients and staff and responding to inquiries related to workflow, service requests and related applications. The candidate will cover Operations Units in need of supervisory coverage in various locations, as needed. Below is a list of typical tasks:

- Answers telephone, mail, email and in-person inquiries to determine service required.
- Researches and plans appropriate methodology for processing service requests.
- Records client inquiries and requests into the unit’s tracking systems, noting critical client and matter information and special instructions or directions.
- Utilizes network systems and databases to monitor the progress and resolution of service requests until completion.
- If complexity of request may delay timely completion, communicates with requestor to renegotiate a deadline or to provide updates on the service request’s progression.
- Answers routine and frequently asked questions and provides information about services in either written or verbal form. May also rely upon various databases and IT systems to research and respond to such questions.
- Updates reference and source data in applicable database to ensure valid and up-to-date information.
- Depending on the degree of difficulty, assigns service requests to the most appropriate staff member and monitors its progress to provide assistance when/if needed.
- Trains, directs and provides support to staff on the appropriate applications to use in order to respond to inquiries and service requests effectively.
- Troubleshoots issues to recommend revised procedures or protocols to effect successful completion of requests.
- Assesses and evaluates staff skills and related procedures to ensure appropriate professional development.
- Generates and presents statistical reports to staff and management as analysis for quantifying successful completion of service requests and related-staff’s aptitude in completing such requests.
- Ensures that material and data related to each service request is appropriately filed (saved to) the agency’s document and workflow management systems.

As a matter of course, candidate will research and make recommendations for revised procedures and or problem solving techniques. As well, will perform clerical administrative work and production in support of the unit’s success. Thus, excellent computer skills and above average communications skills in English composition, writing, and oral skills are required.



Additional Information: Only candidates who are serving as a permanent Clerical Associate may apply.


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 and resume that you would like to be considered for the position under the 55-a Program.


Please note that the $4,000 supervisory differential is included in the salary above.


RESIDENCY REQUIREMENT:
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.

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

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.