Call Agent

Customer Information Representative - Call Agent

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE CUSTOMER INFORMATION REPRESENTATIVE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. Division / Program Summary : The DOHMH Call Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. This mission is accomplished through a state-of-the-art customer service facility designed to provide clients, the general public, and the provider community with information about our services and programs; referrals, appointments and follow-up; health literature and education materials. Position Summary : The Customer Information Representative- Call Agent will communicate effectively on the telephone and through live chat to handle calls from different workgroups such as Dog License, Vital Records, Health Academy, Accela, STD results line, Provider Access Line (PAL), Literature Fulfillment and other / General Information queues. In addition, provide customer service by answering phones to ensure the public / customers are informed on the process and steps needed to order / correct birth certificates and or death certificates in person, online or via mail. Job Duties and Responsibilities : - Guide customers on how to check the status of orders placed using new E-vital status portal or by sending an e-mail to the appropriate department for status. - Answer Vital Records calls and chats may consist of customers who are calling regarding COVID-19 related matters such as inquiring about how to apply or obtain a death certificate, funeral related procedures and other matters that require the Customer Information Representative to transfer or direct accordingly to the appropriate entity. - Assist in placing literature orders for COVID-19 related materials such as posters, signs, pamphlets and information. - Handle calls from the Provider Access Line (PAL) which is a workgroup that receive calls from Medical Providers to inform the agency's Call Center of reportable illnesses and diseases such as Measles, Communicable Diseases, STDs and notifiable diseases and conditions that Providers are required to report to NYC DOHMH. - Assist and provide support for emergency related events such as COVID-19 when an activation is in place by utilizing FAQs / Q&As and resources provided by the corresponding program to ensure the public has the most up to date information / data approved and available. Why you should work for us : - Benefits : City employees are entitled to unmatched benefits such as : o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. o additional health, fitness, and financial benefits may be available based on the position's associated union / benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-deferred savings program and o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers. - Work From Home Policy : Depending on your position, you may be able to work up to two days during the week from home. - Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work. Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV / AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise. Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers! Commitment to Equity : 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. The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.

Minimum Qualifications

1. A baccalaureate degree from an accredited college or university; or 2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or 3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or 4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above. 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.

Preferred Skills

• Strong customer service orientation -Courteous telephone manner -Excellent oral and written communications skills -Basic computer literacy -Spanish speaking a plus