Customer Care Specialist — Clerical Associate IV

Arrival NYC; New York (NY); Hybrid; USD 55,000 - 70,000; Full time

Job summary

Arrival NYC is seeking a Clerical Associate IV to serve as a Customer Care Representative within the New York City Department of Veterans' Services and related DSS-HRA-DHS operations.

The role requires a four-year high school diploma or equivalent and one year of clerical experience. Daily tasks include handling inquiries, logging issues, and assisting with payroll and timekeeping processes in CityTime.

Qualifications

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

Responsibilities

• Respond to questions and inquiries via telephone and email requiring working knowledge of HRS Operations and DSS-HRA-DHS programs.
• Log all issues using the IQ Web System, categorize, enter details, and route to the appropriate HRS units.
• Process CityTime password resets for DSS-HRA-DHS staff.
• Process schedule changes in CityTime as requested by agency program areas.
• Identify and resolve timekeeping issues by reviewing CityTime entries, PMS, CHRMS, eStubs, 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 the CityTime system; document issues; submit Remedy tickets and coordinate with CityTime Help Desk to resolve.
• Assimilate new information related to HRS policies and directives to respond accurately to staff inquiries.
• Perform other duties as assigned.

Skills

Typing 100 wpm

Education

High school diploma or equivalent

Job description

Arrival NYC is seeking a Clerical Associate IV to serve as a Customer Care Representative within the New York City Department of Veterans' Services and related DSS-HRA-DHS operations.

The role requires a four-year high school diploma or equivalent and one year of clerical experience. Daily tasks include handling inquiries, logging issues, and assisting with payroll and timekeeping processes in CityTime.