Customer Information Representative - HIQA

City of New York•New York City, NY

About The Position

IN ORDER TO BE CONSIDERED FOR THIS POSITION CANDIDATE MUST BE SERVING PERMANENTLY IN THE TITLE OF CUSTOMER INFORMATION REPRESENTATIVE, OR BE REACHABLE ON THE CUSTOMER INFORMATION REPRESENTATIVE LIST, EXAM #3043. The Department of Transportations (DOT) mission is to provide for the safe, efficient, and environmentally responsible movement of people and goods in the City of New York and to maintain and enhance the transportation infrastructure crucial to the economic vitality and quality of life of our primary customers, City residents. DOT is an equal opportunity employer, committed to recruiting and maintaining a diverse workforce in an open and inclusive environment. Under direct supervision, the selected candidates will provide customer service utilizing computer databases and information technology to access information; responds to more complex and technical inquiries; coordinates responses to emergency problems; monitors radio, phone and email in the prescribed manner; transmits information to field personnel, permittees, and office personnel; records, tracks, and responds to telephone, email and walk-in inquiries, providing information as needed; records complaints and requests, and conducts research to resolve problems; forwards unresolved matters to appropriate staff and offices for further action; performs accurate data entry and retrieval on various systems; prepares written responses and creates comprehensive and accurate reports; participates in training sessions as needed and may be required to work unscheduled or extended tours based on operational needs; performs related clerical administrative tasks and computer support work.

Requirements

IN ORDER TO BE CONSIDERED FOR THIS POSITION CANDIDATE MUST BE SERVING PERMANENTLY IN THE TITLE OF CUSTOMER INFORMATION REPRESENTATIVE, OR BE REACHABLE ON THE CUSTOMER INFORMATION REPRESENTATIVE LIST, EXAM #3043.
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.

Responsibilities

provide customer service utilizing computer databases and information technology to access information
responds to more complex and technical inquiries
coordinates responses to emergency problems
monitors radio, phone and email in the prescribed manner
transmits information to field personnel, permittees, and office personnel
records, tracks, and responds to telephone, email and walk-in inquiries, providing information as needed
records complaints and requests, and conducts research to resolve problems
forwards unresolved matters to appropriate staff and offices for further action
performs accurate data entry and retrieval on various systems
prepares written responses and creates comprehensive and accurate reports
participates in training sessions as needed and may be required to work unscheduled or extended tours based on operational needs
performs related clerical administrative tasks and computer support work