The selected candidate will be a generalist with the ability to understand complex questions, find solutions to difficult problems and facilitate decision making. Under general direction, with wide latitude for the exercise of independent initiative, judgment and decision making, duties and responsibilities will include, but not be limited to the following:

1. Directly supervise a team of customer information representatives.
2. Schedule staff to ensure adequate coverage for all hours of operation.
3. Respond to very complex, difficult and/or sensitive inquiries and complaints.
4. Train staff in customer service procedures and policies specific to the Customer Contact Center.
5. Monitor phone recordings; analyze statistical reports to identify patterns and trends.
6. Monitor calls to ensure quality of service; evaluate staff performance.
7. Attend evening and weekly productivity meetings.
8. Assist in hiring; conduct interviews.

1. A baccalaureate degree from an accredited college; or
2. An associate degree from an accredited college and two years of satisfactory, full-time experience responding to inquiries in a customer service, help desk, or public relations capacity, utilizing computers and information technology; or
3. A four-year high school diploma or its educational equivalent and four years of the satisfactory, full-time experience described in “2” above; or
4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for New York City government in a customer service, help desk, or public information capacity, utilizing computers and information technology may be substituted on the basis of one year of NYC government work experience or two years of the experience described in “2” above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in “2” above.

The above described education and experience must have included at least one year of satisfactory experience using computers to access information technology systems and databases for researching the answer to questions. Such experience acquired as part of post high school education is acceptable.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in “2” above.

1. Demonstrated customer-service orientation; sound reasoning capabilities.
2. Ability to interface effectively with all levels of staff.
3. Outstanding interpersonal skills.
4. Excellent verbal and written communication skills.
5. Excellent time management, detail-orientation and follow-up skills.
6. Proficiency in Microsoft Word, Access and Excel.

Interested candidates may fax cover letter, resume, to (212) 306-5194,
e-mail to HR.Recruitment@nycha.nyc.gov or mail to: