Customer Service Coordinator

New York City Department of Transportation; New York (NY); On-site; USD 40,000 - 70,000; Full time

Job summary

An established city agency is seeking a Customer Service Coordinator to join their dynamic team. This role is pivotal in managing communications from various sources, including the public and city officials, ensuring all inquiries are handled with professionalism and efficiency. The successful candidate will demonstrate exceptional communication and organizational skills, managing workflows and responding to community concerns in line with city standards. This position offers an opportunity to make a significant impact within the community while contributing to the city's commitment to service excellence and inclusivity.

Benefits

Federal loan forgiveness eligibility

State repayment assistance programs

Diversity and inclusion initiatives

Qualifications

• Strong communication and writing skills to respond to complaints professionally.
• Experience in community work or related activities is essential.

Responsibilities

• Process inquiries submitted through the NYC DOT website and respond to the public.
• Coordinate requests using ARTS and ensure timely follow-ups.

Skills

Communication Skills

Writing Skills

Interpersonal Skills

Education

Baccalaureate Degree

High School Graduation

Tools

Agency Response Tracking System (ARTS)

Job description

The NYC DOT's Customer Service, Language Access and Correspondence unit (CSLACU) serves as the Commissioner's central hub for customer service. CSLACU supports various divisions and NYC agencies by processing and tracking concerns and correspondence related to large-scale projects and initiatives. It handles communications from the NYC DOT website, the Mayor's office, the 311 Call Center, social media, and hard copies addressed to the Commissioner. Requests are assigned to the appropriate Operational Unit via the Agency Response Tracking System (ARTS).

The successful candidate will serve as the Customer Service Coordinator within CSLACU, demonstrating strong communication, writing, verbal, and interpersonal skills to professionally and courteously respond to complaints, adhering to NYC DOT standards. Responsibilities include processing inquiries submitted through the NYC DOT website, communicating with the public via verbal and written means, and coordinating requests using ARTS. Duties involve determining workflow, assigning cases, setting due dates, following up on overdue cases, and sending acknowledgment within 14 days, in line with the Mayor's Directive. The role also includes answering calls from the public and assisting the Executive Director with personnel, facilities, and IT issues.

Community Coordinator - 56058

Minimum Qualifications

1. A baccalaureate degree from an accredited college and two years of experience in community work or related activities; or
2. High school graduation or equivalent and six years of relevant community work experience; or
3. Equivalent education and/or experience to above, with at least one year of experience as described in item 1.

Preferred Skills

The ideal candidate will possess strong writing and interpersonal skills to respond professionally and courteously to a variety of complaints. The ability to promptly answer calls and emails from the public reaching out to the Commissioner's Office or Customer Service is essential, in compliance with NYC DOT standards.

Additional Information

Prospective employees may be eligible for federal loan forgiveness and state repayment assistance programs. Residency in NYC is generally required within 90 days of appointment, with some exceptions for employees with continuous city employment. The City of New York is an equal opportunity employer committed to diversity and inclusion, providing a work environment free from discrimination and harassment.