Customer Care Representative

HRA/DEPT OF SOCIAL SERVICES; World Trade Center (NY); Hybrid; USD 46,000 - 62,000; Full time

Job summary

The City of New York's Department of Social Services, through its HRA and DHS units, seeks a Clerical Associate IV to serve as a Customer Care Representative. You will handle inquiries, manage CityTime tickets, and support payroll and leave processes in a fast-paced environment.

Minimum qualifications include a four-year high school diploma and one year of clerical experience, with a typing speed of 100 keystrokes per minute. The role offers a 9:00 AM–5:00 PM shift and residency considerations.

Qualifications

• A four-year high school diploma or its educational equivalent and one year of satisfactory clerical experience.
• Keyboard familiarity with the ability to type at a minimum of 100 keystrokes (20 words) per minute.

Responsibilities

• Respond to questions and inquiries via telephone and email requiring knowledge of HRS operations and DSS-HRA-DHS programs.
• Log issues using IQ Web System, categorize, enter details, and refer to the appropriate HRS units if unresolved.
• Process CityTime password resets for staff and update timekeeping records in CityTime.
• Process work schedule changes in CityTime and communicate as requested by agency program areas.
• Identify and resolve timekeeping issues, review reports, and distribute issues to supervisors for action.
• Liaise with HRBPs, Personnel Liaisons, and Managers to resolve payroll and timekeeping issues.
• Escalate urgent situations to relevant agency management and troubleshoot CityTime with Help Desk.
• Assimilate new information relating to HRS systems and policies to respond accurately to staff inquiries.

Skills

Excellent oral and written comms

Team player

Customer service experience

Learn and apply new concepts

Problem-solving skills

Planning and multi-tasking

Meet deadlines

Ability to work under stress

Education

High school diploma or equivalent

Job description

APPLICANTS MUST BE IN THE PERMANENT CLERICAL ASSOCIATE CIVIL SERVICE TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE.

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self- sufficiency as quickly as possible.

Human Resources Solutions (HRS) supports the human resources needs of the Department of Social Services, the Human Resources Administration, and the Department of Homeless Services through strategic partnership and collaboration, with the goal of creating an inclusive, motivated, and client centered workforce.

Human Resources Solutions (HRS) is recruiting for one (1) Clerical Associate IV to function as a Customer Care Representative, who will perform the following:

• Respond to questions and inquires (via telephone and email) that require working knowledge of all HRS Operations, as well as other DSS-HRA-DHS programs, initiatives, and communications.
• Log all issues using Intranet Quorum (IQ) Web System, categorizing each issue, entering appropriate problem details and resolutions, and making referrals to the appropriate HRS Units, if unable to resolve the problem.
• Process CityTime password resets for all DSS-HRA-DHS staff.
• Process work schedule changes in CityTime using an online system and as requested by the various agency program areas.
• Identify and resolve time timekeeping issues by researching and documenting pertinent information, reviewing time and leave entries in CityTime, reviewing and analyzing timekeeping actions, generating, and analyzing pertinent reports (PMS, CHRMS, eStubs, and CityTime), and distributing the issue to the appropriate timekeeping supervisor for review and action, if needed.
• Liaise with Human Resources Business Partners (HRBPs), Personnel Liaisons, and Managers to resolve staff’s payroll and timekeeping issues.
• Identify urgent situations and immediately escalates to the relevant agency management.
• Troubleshoot the CityTime system; documents system issues; submits Remedy tickets for Citywide User Support and interacts with the CityTime Help Desk staff to facilitate system solutions.
• Rapidly assimilate new information relating to HRS systems, agency policies/directives, special programs, and other information to be able to accurately respond to staff inquires.
• Identify need for corrective actions (e.g., Absence Control – Time and Leave issues).
• Perform other duties, as assigned.

Hours/Shift: 9:00 AM – 5:00 PM

CLERICAL ASSOCIATE - 10251

Minimum Qualifications

Qualification Requirements
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.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Preferred Skills

• Excellent oral and written communication skills.
• Ability to work well within a team.
• Demonstrated customer service experience.
• Ability to absorb and apply new concepts/training.
• Good problem-solving skills.
• Ability to effectively plan and multi-task.
• Demonstrated ability to work effectively under prescribed deadlines.
• Ability to thrive and adapt in a high-stress work environment.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

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 in 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.