Customer Service Liaison

NYC Department of Health and Mental Hygiene; New York (NY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Premium-free health insurance

Pension plan for public employees

Tax-deferred savings program

Worksite Wellness Program

Work From Home policy (up to 2 days)

Job summary

The NYC Department of Health and Mental Hygiene’s Bureau of Food Safety and Community Sanitation seeks an administrative professional to handle customer inquiries, maintain databases, and support communications and outreach. You will resolve complaints, manage permits and notices, and coordinate with multiple departments to ensure efficient operations.

Ideal candidates bring strong organizational and analytical skills, experience with Microsoft Office, and the ability to supervise or coordinate

Qualifications

• Baccalaureate degree plus two years of satisfactory full-time clerical/administrative experience, with at least one year in a supervisory capacity.
• Associate degree or 60 semester credits plus three years of clerical/administrative experience, including one year of supervisory experience.
• High school diploma or equivalent plus four years of clerical/administrative experience, including one year of supervisory experience.
• Education/experience equivalent to the above with supervisory experience.

Responsibilities

• Address customers’ questions and complaints and ensure timely resolution.
• Collaborate with Director of Special Projects/Communications/Customer Service to implement changes based on feedback and data.
• Update permits, inspections, closures, and FSE details in various databases for accuracy.
• Maintain and update the Call Center monitoring queue.
• Prepare and mail out letters and Notices of Violation under supervision.
• Answer calls, scan documents, upload forms, and assist in the unit as needed.
• Liaise with OATH, verify FSE status in Accela, process Grade Card replacement requests.
• Provide support to BFSCS staff with correspondence on re-openings and modifications.
• Assist with community outreach presentations and special projects.

Skills

Customer Service

Communication

Interpersonal Skills

Decision Making

Organizational Skills

MS Office

Analytical Skills

Education

Baccalaureate degree + 2 years clerical/administrative experience

Associate degree + 3 years clerical/administrative experience

High school diploma + 4 years clerical/administrative experience

Education/experience equivalent with supervisory experience

Tools

Microsoft Office

Accela

Job description

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY.

Division/Program Summary

The New York City Department of Health and Mental Hygiene’s Division of Environmental Health works to prevent and control illness and injury related to environmental and occupational health risks through outreach, education, surveillance, and enforcement. With a staff of 1,000, the Division covers a broad range of subject matter, including oversight of environmental investigations, lead poisoning, injury prevention, occupational health, food safety, childcare, radiation control, recreational and drinking water quality, air quality, climate health, vector control, veterinary public health and pest control.

The Bureau of Food Safety and Community Sanitation (BFSCS) protect the public, including New York's most vulnerable citizens, from a broad range of hazards that may pose a threat to health or safety. DOHMH is mandated to inspect 26,000 restaurants annually, school cafeterias, mobile food vending units, adult day care centers, senior centers, soup kitchens, homeless shelters, and other facilities.

Job Duties And Responsibilities

• Address customers’ questions and complaints and ensure timely resolution. Escalate to management if necessary.
• Work with Director of Special Projects, Communications and Customer Service, to implement changes based on feedback and performance data.
• Research and update permits, inspections, closures, and FSE names, contacts, and addresses in various databases ensuring accuracy.
• Maintain and update the Call Center monitoring queue.
• Under the direction of the Director of Communications, Customer Service, and Special Projects, prepare, print, and mailout various letters, and Notices of Violation.
• Monitor, answer telephone calls, take messages, scan documents for FACTS ll, upload, photocopy forms and assist in the unit as needed.
• Liaise with OATH, verify FSE’s status in Accela, process Grade Card replacement requests.
• Provide support to BFSCS staff with correspondence on re-openings, obstructions, withdrawals, and modifications.
• Assist Director of Special Projects, Communications and Customer Service with the coordination of community outreach presentations, workshops, etc.
• Assist with special projects as needed.
  

Why You Should Work For Us

• Benefits: City employees are entitled to unmatched benefits such as:
• a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
• additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• a public sector defined benefit pension plan with steady monthly payments in retirement.
• a tax-deferred savings program and
• a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
• Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.
  

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

Commitment To Equity

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.

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at [e-mail] or 347-396-6549.

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
• A four-year high school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; or
• Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 year.

Preferred Skills

• Prior experience working in and/or managing a Customer Service Unit. - Exceptional communication and interpersonal skills. - Excellent decision making, problem-solving skills and organizational abilities. - Proficiency in Microsoft Office. - Analytical skills.

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.