Customer Service Representative
3 weeks ago
Job Summary:
We are seeking a highly skilled and compassionate Caseworker to join our team at the NYC Department of Homeless Services. 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. You will also be responsible for identifying client needs, clarifying information, researching issues, and providing response/solutions. Additionally, you will interact with Real Estate Brokers/landlords and Housing Specialists to inform them about the status of their units in process.
Key Responsibilities:
- Answer customer calls and provide accurate, satisfactory answers to their questions and concerns.
- De-escalate situations involving dissatisfied customers, offering assistance and support.
- Identify client needs, clarify information, research issues, and provide response/solutions.
- Interact with Real Estate Brokers/landlords and Housing Specialists 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 now eligible to receive a bonus of up to $ during a two-year period between April to March. Caseworkers hired and onboarded by April 1, and who remain active on payroll through this period will have the opportunity to earn up to four bi-annual $1, bonus payments, for a possible maximum of $6,. Criteria are that staff remain on active status during the entirety of each six-month period listed here:
- April 1, - September 30,
- October 1. - March 31,.
- April 1, - September 30,.
- October 1, - March 31,.
Assignment Differential:
- DHS Caseworkers receive a yearly differential of $1,.
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