The NYC Department of Buildings Account Management team seeks one Customer Service Representative to help manage account operations for online services. The duties of the Customer Service Representative will involve verifying account information for DOB's online portals and generating Temporary Building Identification Numbers (TBINs). We are looking for a candidate who is a strong communicator and possesses excellent problem-solving abilities. This individual will collaborate with both external customers and internal stakeholders to achieve goals while upholding a high level of professionalism.
The Responsibilities Include
- Conduct account management tasks for various online services such as eFiling, DOB NOW, and NYC.ID.
- Handle requests to authenticate email accounts of license holders for accessing DOB NOW and eFiling.
- Verify department and state-issued licenses records through research to ensure accuracy.
- Process requests to generate Temporary Building Identification Numbers (TBINs) for new and existing building structures.
- Conduct research using City of New York databases to ensure accuracy of property records.
- Update or revise property profile information of the Department of Buildings that is shared with the public and other city agencies.
- Correspond with internal and external customers by telephone, e-mail, mail, and in-person.
- Coordinate with staff in other units to resolve complex customer inquiries that require subject matter expert assistance, ensuring effective and efficient task completion.
- Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer service operations.
- Perform duties and responsibilities as assigned by the Quality Performance Manager and Chief Customer Officer.
Only permanent Clerical Associates, applicants who are reachable on the Clerical Associate open competitive list, applicants who passed the Clerical Associate open competitive exam pending list establishment, and applicants as indicated below will be considered.
Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York
Minimum Qualifications
Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
Preferred Skills
- Experience working in a customer-focused environment providing technical assistance - Excellent written and verbal communication skills, including providing feedback and training - Excellent active listening and comprehension skills - Excellent organizational skills, including time management and resource management - Strong skills in troubleshooting, problem-solving and identifying root cause issues - Strong computer skills: experience with Microsoft Dynamics 365 and ticketing platforms is a plus - Ability to learn and support new systems and applications - Ability to communicate technical information to nontechnical personnel - Ability to maintain high level of professionalism
55a Program
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
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/.
Residency Requirement
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
, $40,957.00 – $47,100.00
