CUSTOMER SERVICE ASSISTANT

Launched in 2015, IDNYC is the largest and most successful municipal ID program in the country!

IDNYC is a card for all New Yorkers, regardless of their immigration status. IDNYC benefits all city residents, including those from some of our most vulnerable communities – the unhoused, youth, the formerly incarcerated, and others who may have difficulty obtaining a government-issued photo ID. The IDNYC card is free for all New Yorkers.

IDNYC is recruiting for one (1) Community Assistant to function as Customer Service Assistant who will be responsible for answering inquiries from the public and IDNYC cardholders, responding to general 311 and web inquiries, as well as continuously improving the customer satisfaction. The Customer Service Assistant may also become involved in quality improvement projects as well as generating reports based on the direction from the leadership team.

Working under the direction of the Director of Customer Service, the Customer Service Assistant will:

• Review customer inquiries submitted via 311 call centers and IDNYC website, and respond
  
  

in a timely manner.

• Identify trends in customer service issues and track customer comments and concerns, as
  
  

well as actions taken.

• Collaborate with the Quality Assurance team to identify training needs and improve
  
  

customer satisfaction.

• Liaise with IDNYC staff and leadership to ensure that appropriate changes were made to
  
  

resolve customers' issues.

• Refer unresolved customer inquiries to designated units in IDNYC for further investigation.
• Aid the IDNYC leadership team as needed.
• Perform other duties as necessary
  
  

Work Hours/Shift:

Monday – Friday 9am-5pm Work hours and shifts vary by site.

Selected candidates must be willing to work flexible schedules which includes

evenings and weekends.

Travel within all 5 boroughs of NYC is required.

Work Location:

1 Metrotech Brooklyn, NY Location:

COMMUNITY ASSISTANT - 56056

Minimum Qualifications

• There are no formal education or experience requirements for this position. However, the ability to understand and carry out simple instructions is required.
• Candidates must be able to understand and be understood in English.
  
  

Preferred Skills

• Possess good computer technology skills including a proficiency in Microsoft Office Software (Word, Excel, Access, PowerPoint) and the ability to learn new technology quickly. - Experience working for City government and/or immigrant or community-based organization entities a plus. - Must be highly organized and be attentive to detail. - Ability to communicate in a clear and concise manner, both verbally and in writing. - Must be able to write emails and correspondence that are free from grammatical and spelling errors. - Highly professional demeanor. - Multilingual a plus.
  
  

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

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 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.