Position Summary: Under supervision with independent decision-making, which encompasses several degrees of complexity, provides customer service utilizing multiple computer databases and BERS information technology to access information impacting members of the retirement system. Performs related work
Reports to: Director Member Communications, Deputy Director Member Communications, Supervisor Call Center
Direct Reports: N/A
Key Relationships: Prospective members, active members of the retirement system, various departmental supervisors.
RESPONSIBILITIES
- Answers telephone, email, and message/chat inquiries and determines service required.
- Records member information, inquiry, and resolution into tracking system.
- Keeps members apprised of status and progress on unresolved service requests.
- Prepares written replies using forms, form letters, and emails/messages.
- Responds to more complex and technical inquiries which have been forwarded.
- Forwards very complex, technical, and unusual issues to specialists for response.
- Reviews member records, when necessary, to ensure that summaries of accounting, reconciliation, calculation, and pension payroll data are accurate.
- Utilizes computer databases and BERS information technology to conduct research and access information impacting upon members of the retirement system.
- Performs related clerical administrative tasks and computer support work
Qualification Requirements:
Minimum
- A baccalaureate degree from an accredited college; or
- An associate degree from an accredited college and two years of satisfactory, fulltime experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology; or
- A four-year high school diploma or its educational equivalent and four years of the satisfactory, full-time experience described in "2" above; or
- A satisfactory combination of education and experience. Satisfactory, full-time experience working for New York City government in a customer service, help desk or public information capacity, utilizing computers and information technology may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in "2" above.
- The above described education and experience must have included at least one year of satisfactory experience using computers to access information technology systems and databases for researching
Plus
In addition to meeting the minimum requirements, individuals must have two additional years of the experience described in "1" above
Preferred
- Permanent Civil Service status as a Customer Information Representative.
- Bilingual; Fluency in Spanish.
- Experience with EIS, CHRMS, PPMS, and PMS.
Salary: $44,086 - $56,000
(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)
Please include a resume and cover letter with your application.
NOTE: The filling of all positions is subject to budget availability and/or grant funding.
* New York City Residency is NOT Required *
We encourage all applicants from the New York City tri-state area to apply.