Call Agent, Bureau of Customer Support

NYC Department of Health and Mental Hygiene; New York (NY); On-site; USD 40,000 - 75,000; Full time

Job summary

Join a dedicated team at a prominent public health department, where you will play a vital role in enhancing customer service for New Yorkers. As a Call Agent, you will assist the public with vital records inquiries, ensuring they receive accurate information and guidance. This position offers the opportunity to make a significant impact in the community while enjoying unmatched benefits, including loan forgiveness programs, premium-free health insurance, and a robust work-life balance. Be part of an organization committed to health equity and improving the lives of all residents in New York City.

Benefits

Loan Forgiveness Programs

Premium-Free Health Insurance

Defined Benefit Pension Plan

Tax-Deferred Savings Program

Worksite Wellness Program

Job Security

Qualifications

• 3 years of experience in community work or related activities.
• High school diploma or equivalent required.

Responsibilities

• Provide customer service via phone and chat for vital records inquiries.
• Guide customers on checking order statuses and provide health education.

Skills

Customer Service Orientation

Effective Communication

Basic Computer Literacy

Spanish Speaking

Education

High School Graduation or Equivalent

Job description

Within the Office of External Affairs is the Bureau of Customer Support Services Call Center. The DOHMH Call Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. This mission is accomplished through a state-of-the-art customer service facility designed to provide clients, the general public, and the provider community with information about our services and programs; referrals, appointments and follow-up; health literature and education materials.

The Call Center is seeking to hire a Call Agent. The Call Agent will be responsible for providing customer service by answering phones to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and/or death certificates in person, online or via mail. The Call Agent will also guide customers on how to check the status of orders placed using the new E-vital status portal or by sending an e-mail to the appropriate department for status. Vital Records calls and chats may consist of customers who are calling regarding matters such as inquiring about how to apply or obtain a death certificate, funeral related procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity. The Call Agent will also assist in placing literature orders for materials such as posters, signs, pamphlets, and information.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:

1. The Call Agent will communicate effectively on the telephone and through live chat to handle calls from different workgroups such as Dog License, Vital Records, Health Academy, Accela, STD results line, Provider Access Line (PAL), Literature Fulfillment and other/General Information queues.
2. Provide customer service by answering phones/chats to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and or death certificates in person, online or via mail. Answer other Vital Records calls and chats related to funeral procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity.
3. Guide customers on how to check the status of orders placed using the E-vital status portal or by sending an e-mail to the appropriate department for status.
4. Provide the community/callers with health education information, making appropriate referrals for counseling and testing.
5. Disseminate information and service the public with information related to public health topics.
6. Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.
7. Maintain and update databases computerized data/records; and analyze various data for accuracy.
8. Handle emergencies and other ad hoc assignments.
9. Perform other required duties/tasks as assigned.

PREFERRED SKILLS:

• Strong customer service orientation
• Courteous telephone manner
• Excellent oral and written communication skills
• Basic computer literacy
• Spanish speaking a plus

Why you should work for us:

• Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/)
• Benefits: City employees are entitled to unmatched benefits such as:
• a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
• additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• a public sector defined benefit pension plan with steady monthly payments in retirement.
• a tax-deferred savings program.
• a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
• Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

Commitment to Equity:

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.

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at [e-mail] or 347-396-6549.

Minimum Qualifications

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" 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 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.

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.