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Customer Service Liaison

2 months ago

New York, New York, United States New York Police Department Full time
Job Title: Customer Service Coordinator

The Customer Service Coordinator plays a vital role in the NYC DOT's Customer Service, Language Access and Correspondence unit. This position is responsible for providing exceptional customer service to the public, responding to inquiries, and resolving issues in a professional and courteous manner.

Key Responsibilities:
  • Process and coordinate inquiries submitted through the NYC DOT website using the Agency Response Tracking System (ARTS)
  • Communicate with the public through verbal and written communication
  • Determine the workflow and operational unit responsible for issues raised in webform messages
  • Assign cases to the appropriate queue and determine a due date based on the type of request and operational unit
  • Follow up with operational groups on overdue cases and reroute as required
  • Send written acknowledgments to customers within 14 calendar days of receiving their inquiry
  • Answer calls from the public and follow through on their requests
Requirements:
  • Baccalaureate degree from an accredited college and two years of experience in community work or community-centered activities
  • High school graduation or equivalent and six years of experience in community work or community-centered activities
  • Education and/or experience equivalent to the above
Preferred Skills:
  • Strong writing and interpersonal skills
  • Ability to respond to a variety of complaints in a professional and courteous manner

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.