CUSTOMER CARE REPRESENTATIVE - NYC Department of Social Services : Job Details

CUSTOMER CARE REPRESENTATIVE

NYC Department of Social Services

Job Location : New York,NY, USA

Posted on : 2025-07-26T01:31:08Z

Job Description :

Join to apply for the CUSTOMER CARE REPRESENTATIVE role at NYC Department of Social Services.

APPLICANTS MUST BE PERMANENT IN THE CLERICAL ASSOCIATE CIVIL SERVICE TITLE.

The Department of Social Services (DSS) comprises the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA focuses on fighting poverty and income inequality by providing essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is dedicated to preventing and addressing homelessness in NYC through innovative strategies to help families and individuals exit shelter and regain self-sufficiency.

Human Resources Solutions (HRS) supports the HR needs of DSS, HRA, and DHS through strategic partnerships, aiming to create an inclusive, motivated, and client-centered workforce.

HRS is recruiting one (1) Clerical Associate IV to serve as a Customer Care Representative, responsible for:

  • Responding to questions and inquiries via telephone and email, requiring knowledge of HRS operations and other DSS-HRA-DHS programs.
  • Logging issues using Intranet Quorum (IQ) Web System, categorizing, documenting, and referring unresolved issues.
  • Processing CityTime password resets and work schedule changes.
  • Identifying and resolving timekeeping issues by researching, reviewing, and analyzing relevant reports and data.
  • Liaising with HR Business Partners, Personnel Liaisons, and Managers to resolve payroll and timekeeping issues.
  • Escalating urgent issues to management.
  • Troubleshooting CityTime system issues and collaborating with the CityTime Help Desk.
  • Assimilating new information related to HRS systems, policies, and programs to respond accurately to staff inquiries.
  • Identifying need for corrective actions related to absence control, time, and leave issues.
  • Performing other duties as assigned.

    • Work Location: 4 World Trade Center

    Hours/Schedule: 9:00 AM – 5:00 PM

    Minimum Qualifications:

    • High school diploma or equivalent approved by a recognized organization.
    • At least one year of satisfactory clerical experience.
    • Keyboard familiarity with a minimum of 100 keystrokes per minute.

    Preferred Skills:

    • Excellent communication skills, teamwork, customer service experience, problem-solving, multitasking, and ability to work under deadlines and in high-stress environments.

    This position is open to qualified persons with a disability eligible for the 55-a Program; indicate this at the top of your resume and cover letter.

    Additional benefits include potential eligibility for federal loan forgiveness and state repayment programs. NYC residency is generally required within 90 days, with some exceptions. The City of NY is an equal opportunity employer committed to diversity and inclusion.

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