CUSTOMER CARE REPRESENTATIVE Position Available In New York, New York

Job Description

APPLICANTS MUST BE PERMANENT IN THE CLERICAL ASSOCIATE CIVIL SERVICE

TITLE, The Department of Social Services (DSS) is comprised of the administrative units of the New York City HumanResources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fightingpoverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance andEmergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City byemploying a variety of innovative strategies to help families and individuals successfully exit shelter and return to selfsufficiencyas quickly as possible.

Human Resources Solutions (HRS) supports the human resources needs of the Department of Social Services, theHuman Resources Administration, and the Department of Homeless Services through strategic partnership andcollaboration, with the goal of creating an inclusive, motivated, and client centered workforce.

Human Resources Solutions (HRS) is recruiting for one (1) Clerical Associate IV to function as a CustomerCare Representative, who will perform the following

• Respond to questions and inquires (via telephone and email) that require working knowledge of all HRSOperations, as well as other

DSS-HRA-DHS

programs, initiatives, and communications

• Log all issues using Intranet Quorum (IQ) Web System, categorizing each issue, entering appropriate problemdetails and resolutions, and making referrals to the appropriate HRS Units, if unable to resolve the problem
• Process CityTime password resets for all

DSS-HRA-DHS

staff

• Process work schedule changes in CityTime using an online system and as requested by the various agencyprogram areas
• Identify and resolve time timekeeping issues by researching and documenting pertinent information,reviewing time and leave entries in CityTime, reviewing and analyzing timekeeping actions, generating, andanalyzing pertinent reports (PMS, CHRMS, eStubs, and CityTime), and distributing the issue to the appropriatetimekeeping supervisor for review and action, if needed
• Liaise with Human Resources Business Partners (HRBPs), Personnel Liaisons, and Managers to resolve staff’spayroll and timekeeping issues
• Identify urgent situations and immediately escalates to the relevant agency management
• Troubleshoot the CityTime system; documents system issues; submits Remedy tickets for Citywide UserSupport and interacts with the CityTime Help Desk staff to facilitate system solutions
• Rapidly assimilate new information relating to HRS systems, agency policies/directives, special programs, andother information to be able to accurately respond to staff inquires
• Identify need for corrective actions (e.g., Absence Control
• Time and Leave issues)
• Perform other duties, as assigned.

Work Location:

4

World Trade Center Hours/Schedule:

9:00 AM

• 5:00 PMCLERICAL

ASSOCIATE

• 10251QualificationsQualification 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.

Additional InformationThe 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.