Call Agent, Bureau of Customer Support

Call Agent, Bureau Of Customer Support

Within the Office of External Affairs is the Bureau of Customer Support Services Call Center. 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. The Call Center is seeking to hire a Call Agent. The Call Agent will be responsible for providing 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. The Call Agent will also guide customers on how to check the status of orders placed using the new E-vital status portal or by sending an e-mail to the appropriate department for status. Vital Records calls and chats may consist of customers who are calling regarding matters such as inquiring about how to apply or obtain a death certificate, funeral related procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity. The Call Agent will also assist in placing literature orders for materials such as posters, signs, pamphlets, and information.

Duties will include but not be limited to :

• 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.
• Provide customer service by answering phones / chats 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.
• Answer other Vital Records calls and chats related to funeral procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity.
• Guide customers on how to check the status of orders placed using the E-vital status portal or by sending an e-mail to the appropriate department for status.
• Provide the community / callers with health education information, making appropriate referrals for counseling and testing.
• Disseminate information and service the public with information related to public health topics.
• Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.
• Maintain and update databases computerized data / records; and analyze various data for accuracy.
• Handle emergencies and other ad hoc assignments.
• Perform other required duties / tasks as assigned.

Preferred skills :

Why you should work for us :

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.