Customer Care & HR Timekeeping Specialist

NYC Department of Social Services; New York (NY); On-site; USD 42,000 - 66,000; Full time

Job summary

NYC Department of Social Services is seeking a Clerical Associate IV to function as a Customer Care Representative within Human Resources Solutions (HRS). The role involves handling questions via phone and email, logging issues in IQ, and directing complex problems to the appropriate HRS units.

Responsibilities include payroll/timekeeping support and CityTime process tasks. Minimum qualifications require a high school diploma and one year of clerical experience.

Qualifications

• A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Responsibilities

• Respond to questions and inquiries via telephone and email; log issues in the IQ Web System and refer to appropriate HRS units when needed.
• Process CityTime password resets for DSS-HRA-DHS staff.
• Process work schedule changes in CityTime as requested by agency program areas.
• Identify and resolve timekeeping issues by reviewing CityTime data and related reports; escalate as needed.
• Liaise with HRBPs, Personnel Liaisons, and Managers to resolve payroll and timekeeping issues.
• Identify urgent situations and escalate to agency management.
• Troubleshoot CityTime system and coordinate with CityTime Help Desk for solutions.
• Assimilate new information related to HRS systems and policies to respond accurately to staff inquiries.
• Identify need for corrective actions (e.g., Absence Control – Time and Leave).
• Perform other duties as assigned.

Skills

Typing 100 wpm

Excellent communication

Customer service

Teamwork

Education

High School diploma or equivalent

Job description

NYC Department of Social Services is seeking a Clerical Associate IV to function as a Customer Care Representative within Human Resources Solutions (HRS). The role involves handling questions via phone and email, logging issues in IQ, and directing complex problems to the appropriate HRS units.

Responsibilities include payroll/timekeeping support and CityTime process tasks. Minimum qualifications require a high school diploma and one year of clerical experience.