Job Description

The NYC DOT’s Customer Service, Language Access and Correspondence unit’s (CSLACU) is the Commissioner’s central hub for customer service. CSLACU assists several divisions and various New York City agencies with the processing, tracking of concerns, and correspondence related to large-scale agency-wide projects and initiatives. CSLACU is also responsible for the processing of correspondence received from the NYC DOT’s public facing website, the Mayor’s office, the 311 Call Center, social media posts, and hard copy mails addressed to the Commissioner. CSLACU assigns these requests/cases to the appropriate Operational Unit using a Customer Relationship Management (CRM) application called the Agency Response Tracking System (ARTS). The candidate will serve as the Customer Service Coordinator within the Customer Service, Language Access and Correspondence Unit (CSLACU). The ideal candidate will have strong communication skills, writing, verbal, and people skills to effectively respond to a variety of complaints in a professional and courteous manner in compliance with NYC DOT standards. The candidate will be responsible for the processing and coordinating inquiries submitted through the NYC DOT website using the Agency Response Tracking Systems (ARTS), as well as communicating with the public through both verbal and written communication. Duties will include, but are not limited to: determining the work flow and operational Unit responsible for issues raised in webform messages; assigning to the appropriate queue and determining a due date based on the type of request as well as which operational unit is handling the request; following up with Operational Groups on all overdue cases and rerouting those cases, as required; and sending customers written acknowledgment within 14 calendar days of receiving their inquiry, as required under the Mayor’s Directive. The candidate will also answer calls from the public who are reaching out to the Commissioner’s Office or the Customer Service office directly, while following through on their request. The candidate will assist the Executive Director of CSLACU with Personnel, Facilities, and staff IT related issues.

Qualifications

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or

2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or

3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Additional Information

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.