Customer Service Representative

2 weeks ago

New York, New York, United States City of New York Full time

Job Summary: We are seeking a highly motivated and customer-focused Caseworker to join our team at the NYC Department of Homeless Services (DHS). As a Caseworker, you will be responsible for providing exceptional customer service to our clients, answering their questions and concerns, and de-escalating situations involving dissatisfied customers.

Key Responsibilities:

  • Answer customer calls and provide accurate and satisfactory answers to their questions and concerns.
  • De-escalate situations involving dissatisfied customers, offering assistance and support.
  • Identify customer needs, clarify information, research issues, and provide response/solutions.
  • Interact with Real Estate Broker/landlords and Housing Specialist to inform about the status of their units in process.
  • Guide callers through/troubleshoot, navigate the agency's website or using new application and services.
  • Collaborate with managers to improve customer service.
  • Help to train new employees and inform them about the agency's customer management policies.
  • Compile daily and weekly metrics on the number of calls received and the status of the said calls.
  • Manage high volume of inbound and outbound calls in a timely manner.

Requirements:

  • A baccalaureate degree from an accredited college or university.

Additional Compensation:

  • Newly hired Caseworkers are eligible to receive a bonus of up to $ during a two-year period.

Assignment Differential:

  • DHS Caseworkers receive a yearly differential of $1,.

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