CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER SERVICE REPRESENTATIVE
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Salary Not Disclosed
1 Vacancy
Job Description
IF YOU ARE HIRED PROVISIONALLY IN THE CASEWORKER TITLE YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM WHEN IT BECOMES AVAILABLE TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.
The NYC Department of Homeless Services (DHS) is one of the largest organizations of its kind committed to preventing and addressing homelessness in New York City. Collaborating with other public agencies and notforprofit partners the Department of Homeless Services works to prevent homelessness before it occurs reduce street homelessness and assist New Yorkers to transition from shelter into appropriate permanent housing.
The Department of Homeless Services (DHS) is recruiting for two (2) Caseworkers to function as Customer Service Representatives who will:
Answer customer calls and provide accurate satisfactory answers to their questions and concerns.
Deescalate situations involving dissatisfied customer offering assistance and support.
Identify customers needs clarify information research issues and provide response/solutions.
Interact with Real Estate Broker/landlords and Housing Specialist to inform about the status of their units in process.
Guide callers through/ troubleshoot navigate the agencys website or using new application and services.
Collaborate with the managers to improve customer service.
Help to train new employees and inform them about the agencys customer management policies.
Compile daily and weekly metrics on the number of calls received and the status of the said calls.
Manage high volume of inbound and outbound calls in a timely manner.
Monday Friday 10am 6pm
ADDITIONAL COMPENSATION*
Newly hired Caseworkers are now eligible to receive a bonus of up to $6000 during a twoyear period between April 2024 to March 2026. Caseworkers hired and onboarded by April 12024 and who remain active on payroll through this period will have the opportunity to earn up to four (4) biannual $1500 bonus payments for a possible maximum of $6000. Criteria are that staff remain on active status during the entirety of each sixmonth period listed here:
*RETENTION BONUS*
April 1 2024 September 30 2024
October 1. 2024 March 31 2025.
April 1 2025 September 30 2025.
October 1 2025 March 312026.
*ASSIGNMENT DIFFERENTIAL*
DHS CASEWORKERS RECEIVE A YEARLY DIFFERENTIAL OF $1540
Qualifications :
1. A baccalaureate degree from an accredited college or university accredited by regional national professional or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA).
Additional Information: Section 424a of the New York State Social Services Law requires an authorized agency to inquire whether a candidate for employment with childcare responsibilities is or has been the subject of an indicated child abuse and maltreatment report on file with the State Central Register for child abuse and maltreatment. State Central Register screening will be conducted prior to considering a candidate for employment as a Caseworker. Candidates who have been the subject of an indicated child abuse and maltreatment report will not be assigned to any position which requires childcare responsibilities. Employees who have been the subject of such a report may be reassigned or terminated from employment from their positions as Caseworker.
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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
