Fair Fares Client Support Specialist

City of New York; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

City of New York seeks an Eligibility Specialist II to handle Fair Fares calls, verify applicant information and determine eligibility for subway and bus discounts. The role requires processing applications, ensuring completeness, and assisting clients to gather missing documentation.

Under OCS leadership, you will use the Fair Fares system, knowledge base, and IQ to resolve inquiries, escalating urgent issues as needed at a dedicated Jamaica, NY work site.

Qualifications

• Completion of 30 semester credits at an accredited college or university; or a four-year high school diploma or its educational equivalent and one year of related experience.
• Experience in interviewing, gathering information and determining eligibility for public assistance or related programs.
• Familiarity with customer service procedures, data entry, and navigating benefits systems.

Responsibilities

• Answer calls from the public and DSS clients about the Fair Fares program, its benefits and requirements.
• Verify demographic information and eligibility using the Fair Fares Web app, ServiceNow knowledge base, and related tools.
• Review application packages for completeness and assist clients in obtaining missing documents.
• Process inquiries/complaints via Intranet Quorum (IQ) and escalate emergencies to supervision.
• Work at the specified location: 92-31 Union Hall St, Jamaica, NY 11433.

Skills

Interviewing

Customer Service

Data Entry

Eligibility Knowledge

Education

30 semester credits

High School Diploma or equivalent

1 year related experience

Job description

City of New York seeks an Eligibility Specialist II to handle Fair Fares calls, verify applicant information and determine eligibility for subway and bus discounts. The role requires processing applications, ensuring completeness, and assisting clients to gather missing documentation.

Under OCS leadership, you will use the Fair Fares system, knowledge base, and IQ to resolve inquiries, escalating urgent issues as needed at a dedicated Jamaica, NY work site.