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Job Details

Customer Service Agent OPT

Company name
The New York City Department of Education

Salary
$37,413+

Location
Long Island City, NY, United States

Employment Type
Full-Time

Industry
Customer Service, Bluecollar

Posted on
Nov 19,2019

Valid Through
Mar 03,2020

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Profile

Position Summary:

The Office of Pupil Transportation (OPT) is dedicated to providing the students of New York City with safe, clean, dependable, efficient, cost-effective and prompt transportation. OPT is responsible for supporting the educational process through the provision of services which are essential for the education of the children but reside outside the classroom.

The Customer Service Agents within the Office of Pupil Transportation will be focused on customer service in support of overall pupil transportation for New York City students. They will be responsible for responding to callers and supporting school administration. This includes working on the Pupil Transportation Help Desk to respond to inquiries related to transportation eligibility criteria. Performs related work.

Reports to:

Customer Information Representative (L3)

Direct Reports:

N/A

Key Relationships:

Relationships will be fostered with other Customer Service Agents and callers.

Responsibilities

Respond to telephone inquiries to determine the type of service required.

Log customer’s information, inquiry and resolution into an automated tracking system.

Review students’ transportation status to determine eligibility for transportation needs.

Communicate with households and schools to review, verify and request additional information to process requests for student transportation eligibility approval or to resolve transportation status issues.

Maintain records of school personnel contacted for reporting purposes.

Assist with quality assurance evaluation of calls to the call center.

Qualification Requirements:

Minimum

A baccalaureate degree from an accredited college; or

An associate degree from an accredited college and two (2)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

A four-year high school diploma or its educational equivalent and four years of the satisfactory, full-time experience described in “ 2

” above; or

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 for two (2) years of the experience described in “ 2

” above. However, all candidates must possess a four-year high school diploma or its educational equivalent

Preferred

Knowledge and understanding of overall organizational strategy and of call center environment/operations.

Excellent ability to listen and communicate effectively.

Internal applicants preferred.

Salary:

$37,413

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not make less than their current salary.)

Please include a resume and cover letter with your application.

Applications will be accepted through December 2, 2019 until 3:00 p.m.

NOTE: The filling of all positions is subject to budget availability and/or grant funding.

This position is open to qualified persons with a disability who are eligible for the 55-a program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide equal employment opportunities without regard to actual or perceived race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, unemployment status, caregiver status, consumer credit history, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation. For more information, please refer to the DOE Non-Discrimination Policy

Job Location

Long Island City, New York, United States

Company info

The New York City Department of Education
Website : http://schools.nyc.gov/default.htm

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