Customer Service Representative (Temporary), HR Service Center - 22129

Position Summary: The Human Resource (HR) Service Center is responsible for responding to human resources-related inquiries from all Department of Education (DOE) employees and applicants, and will process transactional support for HR functions. The Customer Service Representatives (CSRs) (Temp) are responsible for ensuring that those who email our offices receive assistance with their questions and concerns. Performs related work.

Reports to: Supervisor of Customer Service

Key Relationships: The CSR (Temp) will work closely with the call center and support staff teams to implement programs and processes in a customer service environment. The CSR will provide first-class HR-related customer service via email to current, former and prospective DOE employees.

Responsibilities

• Answer calls from customers asking routine, frequently asked questions, and provide information about appropriate policies/procedures, contact information, and other services
• Maintain efficiency during high call volume, ensuring excellent customer service.
• Abide by policies and procedures to ensure the highest standard of accuracy, timeliness, and efficiency in answering calls and entering data.
• Forward unresolved matters to appropriate offices for further action.
• Recognize complex inquiries and refer them to the Support Team.
• Navigate multiple computer applications, while speaking by phone or web chatting.
• May be assigned to work on related customer service work, such as updating information in HRIS systems making appointments or classifying incoming requests to prepare them for resolution by a specialist.
  
  

Minimum Requirements

A four-year high school diploma or its educational equivalent and experience in call center work.

Preferred

• Excellent interpersonal skills in dealing with education and non-education personnel, internal and external to the DOE.
• Attention to detail, well-organized, able to work under pressure, and meet frequent and changing deadlines including last minute location changes.
• Knowledge of call center environment/operations.
• Customer service experience and/or orientation.
• Ability to work independently.
• Ability to multitask.
  
  

Duration: Temporary Assignment: July 22, 2024 – October 4, 2024

Time requirement: Up to 35 hours a week and must be able to work weekends

Location: 65 Court Street, Brooklyn, NY 11201

Salary: $20 - 25/Hour

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)

Please include a resume and cover letter with your application.

NOTE: The filling of all positions is subject to budget availability and/or grant funding.

• New York City Residency is NOT Required *
  
  

We encourage all applicants from the New York City tri-state area to apply.

AN EQUAL OPPORTUNITY EMPLOYER

DOE Non- Discrimination Policy

The Department of Education of 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 upon any legally protected status or protected characteristic, including but not limited to an individual's actual or perceived sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or pregnancy. For more information, please refer to the DOE Non-Discrimination Policy.

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/.