Call Agent Bureau of Customer Support

Within the Office of External Affairs is the Bureau of Customer Support Services Call Center. The DOHMH Call Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. This mission is accomplished through a stateoftheart customer service facility designed to provide clients the general public and the provider community with information about our services and programs; referrals appointments and followup; health literature and education materials.

The Call Center is seeking to hire a Call Agent. The Call Agent will be responsible for providing customer service by answering phones to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and/or death certificates in person online or via mail. The Call Agent will also guide customers on how to check the status of orders placed using the new Evital status portal or by sending an email to the appropriate department for status. Vital Records calls and chats may consist of customers who are calling regarding matters such as inquiring about how to apply or obtain a death certificate funeral related procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity. The Call Agent will also assist in placing literature orders for materials such as posters signs pamphlets and information.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:
The Call Agent will communicate effectively on the telephone and through live chat to handle calls from different workgroups such as Dog License Vital Records Health Academy Accela STD results line Provider Access Line (PAL) Literature Fulfillment and other/General Information queues.

Provide customer service by answering phones/chats to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and or death certificates in person online or via mail. Answer other Vital Records calls and chats related to funeral procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity.

Guide customers on how to check the status of orders placed using the Evital status portal or by sending an email to the appropriate department for status.

Provide the community/callers with health education information making appropriate referrals for counseling and testing.

Disseminate information and service the public with information related to public health topics.

Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.

Maintain and update databases computerized data/records; and analyze various data for accuracy.

Handle emergencies and other ad hoc assignments.

Perform other required duties/tasks as assigned.

PREFERRED SKILLS:
Strong customer service orientation

Courteous telephone manner

Excellent oral and written communication skills

Basic computer literacy

Spanish speaking a plus


Why you should work for us:

Loan Forgiveness: As a prospective employee of the City of New York you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information please visit the U.S. Department of Educations website ()
Benefits: City employees are entitled to unmatched benefits such as:
oa premiumfree health insurance plan that saves employees over $10K annually per a 2024 assessment.
oadditional health fitness and financial benefits may be available based on the positions associated union/benefit fund.
oa public sector defined benefit pension plan with steady monthly payments in retirement.
oa taxdeferred savings program and
oa 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 antitobacco 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 COVID19 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 individuals 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 SyeEun Ahn Director of the Office of Equal Employment Opportunity at or.

Qualifications :

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to 1 above.

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 :

Parttime