Customer Service Analyst
Customer Service Analyst
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1 Vacancy
Job Description
DCASs mission is to make city government work for all New Yorkers. From managing New York Citys 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 daytoday 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:
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 Citys efforts to reduce carbon emissions from government operations.
When you work at DCAS youre not just working for one agency but in service to all of them. Its an opportunity to provide meaningful support quality customer service and help protect the future of New York City for generations to come. Visit our website at NYC/DCAS to learn more about the work we do.
The New York City Department of Citywide Administrative Services (DCAS) Human Capital Line of Service Customer Experience Unit provide onestop 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 realtime.
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.
Followup 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.
STAFF ANALYST 12626
Qualifications :
A masters 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 fulltime professional experience as described in 2 above.
A fouryear high school diploma or its educational equivalent approved by a States department of education or a recognized accrediting organization and six years of satisfactory fulltime 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.
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
