OER - CUSTOMER INFORMATION REPRESENTATIVE

New York City Department of Transportation; New York (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

City of New York's Office of Emergency Response is seeking a Customer Information Representative to assist emergency and non-emergency inquiries by accessing information in computer databases, coordinating responses, and reporting issues per SOP.

You will monitor radio frequencies, log transmissions, perform data entry, and help direct field personnel, while maintaining calm, clear communication under pressure.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Experience with customer service, help desk or public information roles.
• Ability to research and provide information using computer systems and databases.
• Knowledge of standard operating procedures and data entry practices.

Responsibilities

• Provide customer service using computer databases and information systems.
• Conduct research to resolve problems and forward unresolved matters.
• Monitor radio frequencies, answer calls, and log transmissions.
• Create accurate incident descriptions and collect location data.
• Coordinate responses for emergency and non-emergency situations.

Skills

Customer service

Data entry

Research

Communication

Education

Bachelor's degree

Associate degree + 2 years experience

High school diploma + 4 years experience

Tools

Databases

Job description

***Candidate must be serving permanently in the title of Customer Information Representative, or be reachable on the civil service list, Exam #5074.***

The Office of Emergency Response Unit (OER) is a 24/7 operation that is dedicated to the resolution of any incident or crisis that threatens the structural integrity or impedes public safety or the free flow of people and goods utilizing the transportation infrastructure systems within the city of New York. OER consists of four sub-Units: The Communications Center, Emergency Response, Radio Repair and Maintenance, and Emergency Planning and Preparedness. Make visual inspection of all operating equipment and settings and report malfunctioning equipment.

The candidate selected to fill this vacancy will provide customer service utilizing computer databases and information technology to access information and coordinate responses required for both emergency and non-emergency situations. In addition will conduct research to resolve problems and forward unresolved matters to appropriate staff and offices for further action. Under direct supervision, s/he will be required to monitor radio frequencies, answer radio calls in the prescribed manner, transmit information to field personnel as dictated in the Standard Operating Procedures manual (SOP), make telephone calls, and accurately log transmissions as necessary; perform accurate data entry and retrieval on various systems. Create comprehensive and accurate incident descriptions and collect accurate location information.

The Office of Emergency Response (OER) is a 24 x 7 Unit.

The current tour available for this position is the 2 PM - 10 PM - Thursday to Monday shift. The five-day work week will include working weekends with two consecutive weekdays off.

Special Working Conditions - Some of the physical activities performed by Customer Information Representatives experienced are sitting for extended periods of time while monitoring computer screens; typing information into the computer using a computer keyboard; coordinating eye/hand movements while handling calls and operating a console and computer; speaking calmly and clearly in order to elicit information, listening carefully to clearly understand information and give instructions to a continuous flow of callers under stress making responsible decisions where timing is critical and sitting within hearing distance of other call takers working under similar conditions.

CUSTOMER INFORMATION REP - 60888

Minimum Qualifications

• 1. A baccalaureate degree from an accredited college or university; or
• 2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or
• 3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or
• 4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

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.