Call Agent, Bureau of Customer Support

NYC Department of Health and Mental Hygiene; New York (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

The NYC Department of Health and Mental Hygiene is seeking a Call Agent to provide customer service related to vital records and public health. The role involves answering inquiries, guiding customers, and assisting with health information. Join us to make a difference in NYC public health!

Benefits

Loan forgiveness and repayment assistance programs

Premium-free health insurance

Pension plan

Wellness programs

Work From Home policy

Qualifications

• 3 years of community work experience or equivalent education/experience.

Responsibilities

• Handle calls and chats providing information on vital records.
• Assist customers with ordering and correcting birth/death certificates.
• Disseminate health information and make referrals.

Skills

Customer Service

Communication

Basic Computer Literacy

Spanish

Education

High school diploma or equivalent

Job description

Job Title: Call Agent

Within the Office of External Affairs, the Bureau of Customer Support Services Call Center delivers enhanced customer service to the people of New York City. The Call Center provides a single point of entry for all Department information and services, including information about our programs, referrals, appointments, follow-up, health literature, and education materials.

The Call Center is seeking to hire a Call Agent responsible for providing customer service by answering phones, guiding customers on ordering or correcting birth and death certificates, checking order statuses via the E-vital portal, and transferring calls to appropriate departments. The role also involves assisting with literature orders, providing health education information, and navigating the NYC DOHMH website.

Primary Duties

• Handle calls and chats from various workgroups, providing information and guidance on vital records and public health topics.
• Assist customers with ordering and correcting birth/death certificates in person, online, or via mail.
• Guide customers on checking order statuses using the E-vital portal or email.
• Disseminate health information and make referrals for counseling and testing.
• Maintain and update databases and analyze data for accuracy.
• Handle emergencies and ad hoc assignments.

Preferred Skills

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

Benefits & Why Work With Us

• Loan forgiveness and repayment assistance programs.
• Unmatched benefits including premium-free health insurance, pension plan, and wellness programs.
• Work From Home policy (depending on position).
• Job security and opportunity to make a difference in NYC public health.

Minimum Qualifications

• High school diploma or equivalent and three years of community work experience, or equivalent education/experience.

Residency within NYC or certain surrounding counties may be required within 90 days of appointment.

Join us in making a difference in the lives of all New Yorkers!