CUSTOMER CARE REPRESENTATIVE

As a Customer Care Representative at the Department of Social Services, your responsibilities will include responding to questions via email and phone, logging issues in the Intranet Quorum Web System, processing CityTime password resets, and managing work schedule changes. You’ll also be involved in troubleshooting timekeeping issues and liaising with HR partners to ensure all payroll-related concerns are addressed.

To qualify for the Customer Care Representative role at the Department of Social Services, candidates must hold a four-year high school diploma or an equivalent educational credential. Additionally, one year of satisfactory clerical experience is required, along with keyboard familiarity and a typing speed of at least 100 keystrokes per minute.

Successful Customer Care Representatives at DSS possess strong communication skills, the ability to quickly assimilate new information, and a solid understanding of timekeeping processes. Proficiency in problem-solving and multitasking is essential, as is a familiarity with CityTime and related systems for effective issue resolution.

The typical work schedule for a Customer Care Representative at the Department of Social Services is from 9:00 AM to 5:00 PM. This positions provides a structured work environment, allowing you time to focus on your essential customer care responsibilities while enjoying the vibrant atmosphere of New York City.

The Department of Social Services is committed to creating an inclusive, client-centered work environment that values diversity. They support their employees through training and development opportunities, a collaborative culture with Human Resources Solutions, and by fostering open communication within the team to ensure everyone's voice is heard.

When answering this question, emphasize your specific customer service experiences, detailing your responsibilities and how you handled difficult situations. Highlight your ability to communicate effectively and your passion for helping others.

Discuss how you assess urgency and importance when handling multiple tasks. Explain your method for organizing responsibilities, such as using a prioritization system to ensure that pressing issues are addressed promptly while maintaining quality service.

Mention how you regularly review policy manuals, engage in continuing education, and participate in team briefings. Demonstrate your commitment to staying informed to better serve the staff and resolve issues efficiently.

Share a specific example where you successfully addressed a complex timekeeping problem. Detail the steps you took, how you communicated with others, and what the outcome was, showcasing your problem-solving abilities.

Explain how you adapt your communication style based on the audience, whether that’s simplifying technical terms for laypersons or using clear, concise language in written correspondences. Consider discussing the importance of empathy and active listening.

Discuss strategies such as time management, taking breaks as needed, and practicing mindfulness to handle stress. Provide examples of previous busy periods and how you successfully navigated them.

If you have experience with CityTime, explain how you’ve navigated the platform, processed requests, and handled troubleshooting. If not, express your strong ability to quickly learn new software and share any relevant software experiences.

Demonstrate your problem-solving skills by explaining your process for seeking assistance, including when it's appropriate to escalate an issue, and how you would communicate transparently with the person inquiring.

Share strategies such as being approachable, engaging in casual conversations, and being a reliable resource for their questions. Emphasize the importance of showing genuine interest in their concerns.

Express your passion for helping individuals and communities. Highlight values that align with DSS goals, such as making a positive impact in people's lives and promoting equity and inclusiveness within the workplace.