What are the responsibilities and job description for the Customer Service Analyst position at City of New York?
DCAS's mission is to make city government work for all New Yorkers. From managing New York City’s most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies. What we do ensures that all agencies can deliver on their mission. Our reach touches every facet of City government and is instrumental to the successful day-to-day operations of the City of New York.
Our Commitment To Equity, Effectiveness, And Sustainability Guides Our Work Providing City Agencies With The Critical Resources And Support Needed To Succeed, Including
The New York City Department of Citywide Administrative Services (DCAS), Human Capital Line of Service, Customer Experience Unit provide one-stop shopping to answer questions and resolve issues regarding Civil Service lists, the appeals process, and any problems for active U.S. military members and veterans seeking to work for the City of New York. The Center monitors the intake and tracking of appeals in relation to administered promotion, open competitive, and Qualified Incumbent Examinations. The Center interacts with the public, City employees, and with personnel at New York City agencies to answer questions about becoming and receiving promotion as a New York City employee. The Center utilizes a new customer relationship management system called NYCAPS TRAC to provide excellent customer service in real-time.
Responsibilities
The Customer Experience Unit seeks to appoint one (1) Staff Analyst, L1 to serve as a Customer Service Analyst. The candidate will be responsible for, but not limited to, the following tasks:
Minimum Qualifications
A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school; or
A baccalaureate degree from an accredited college and two years of satisfactory full- time professional experience working in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area.
An associate degree or completion of 60 semester credits from an accredited college and four years of satisfactory full-time professional experience as described in "2" above.
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and six years of satisfactory full-time professional experience as described in "2" above.
A combination of education and/or experience equivalent to “1”, “2”, “3”, or “4” above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma.
Preferred Skills
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.
, $60,549.00 – $69,631.00
Our Commitment To Equity, Effectiveness, And Sustainability Guides Our Work Providing City Agencies With The Critical Resources And Support Needed To Succeed, Including
- Recruiting, hiring, and training City employees.
- Managing 55 public buildings.
- Acquiring, selling, and leasing City property.
- Purchasing over $1 billion in goods and services for City agencies.
- Overseeing the greenest municipal vehicle fleet in the country.
- Leading the City's efforts to reduce carbon emissions from government operations.
The New York City Department of Citywide Administrative Services (DCAS), Human Capital Line of Service, Customer Experience Unit provide one-stop shopping to answer questions and resolve issues regarding Civil Service lists, the appeals process, and any problems for active U.S. military members and veterans seeking to work for the City of New York. The Center monitors the intake and tracking of appeals in relation to administered promotion, open competitive, and Qualified Incumbent Examinations. The Center interacts with the public, City employees, and with personnel at New York City agencies to answer questions about becoming and receiving promotion as a New York City employee. The Center utilizes a new customer relationship management system called NYCAPS TRAC to provide excellent customer service in real-time.
Responsibilities
The Customer Experience Unit seeks to appoint one (1) Staff Analyst, L1 to serve as a Customer Service Analyst. The candidate will be responsible for, but not limited to, the following tasks:
- Review highly complex dispositions and amendments from agencies and ensure that all actions are compliant with Civil Service laws and personnel rules and regulations.
- Recognize and resolve discrepancies during auditing process in a timely manner.
- Ensure that dispositions conform to law, rules, and special terms.
- Ensure all dispositions are reviewed and closely timed.
- Respond to difficult and confidential agency inquiries.
- Research information for customer relationship management cases submitted by DCAS staff, outside agencies, and/or members of the public.
- Answer calls on the Interactive Voice Response (IVR) system.
- Provide accurate, complete, and appropriate responses.
- Perform complex reviews of employee personnel records in the mainframe and NYCAPS.
- Follow-up with agencies on overdue/expired certifications.
- Liaise with external and internal Human Resource Liaisons.
- Assist with unit special projects including, but not limited to, contacting agencies for missing or overdue documents, closing large complex dispositions, and other duties as assigned by the supervisor.
- Develop and maintain working relationships with City agencies and other internal and external stakeholders.
- Troubleshoot candidate, technical, or scoring related issues submitted through the Online Application System (OASys) Help Desk.
Minimum Qualifications
A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school; or
A baccalaureate degree from an accredited college and two years of satisfactory full- time professional experience working in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area.
An associate degree or completion of 60 semester credits from an accredited college and four years of satisfactory full-time professional experience as described in "2" above.
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and six years of satisfactory full-time professional experience as described in "2" above.
A combination of education and/or experience equivalent to “1”, “2”, “3”, or “4” above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma.
Preferred Skills
- Familiarity with Civil Service Law, Citywide Personnel Rules and Regulations, and Agency procedures. - Ability to work efficiently and quickly adapt to shifting priorities. - Possess strong written and verbal communication skills. - Ability to work independently. - Possess strong interpersonal and customer service-related skills. - Proficient in Microsoft Suite. - Familiarity with mainframe and City systems. - Knowledge of civil service examination process.
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.
, $60,549.00 – $69,631.00
Salary : $60,549 - $69,631
