With latitude for independent judgment and initiative, the successful candidate will be responsible for but not limited to the following:

- Records, tracks, responds to, and resolves telephone, email and/or walk-in inquiries.
- Records customer information, inquiry, and resolution in tracking system.
- Uses computer databases (LawManager, FileSite, OPTIC) and information technology systems to research information needed to respond to and track the progress of responses to mail,
electronic, telephone and in-person inquiries.
- Works to resolve and respond to day-to-day operational issues and difficult and unique inquiries.
- Assigns work and evaluates performance of staff on all DFS’s tasks.
- Monitors calls handled by staff to ensure the quality of service, courtesy, and accuracy of information provided to clients.
- Uses sample issues and problems encountered by staff to recommends and implement new procedures.
- Prepares and/or reviews statistical reports analyzing the quantity, speed, level and quality of service provided.
- Forwards unresolved matters to appropriate staff and offices for further action.
- Using CRM software, High Gear, to log, and track client requests and inquiries.
- Works with staff to understand on work-flow process to revise the OPTIC system accordingly.
- Optimize databases functions to improve tracking and response, and data accuracy to ensure client satisfaction.
- Train users as need on all tasks performed in DFS.

CUSTOMER INFORMATION REP - 60888

1. A baccalaureate degree from an accredited college or university; or

2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

Proficient in OPTIC, LawManager, and FileSite databases.

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/.

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.