Information Representative

ABOUT OATH:
The City of New York’s Office of Administrative Trials and Hearings (OATH) is the nation’s largest administrative tribunal, holding approximately 400,000 trials and hearings a year. As the City’s central, independent administrative law court, OATH adjudicates a wide range of matters filed by nearly every city agency, board and commission. OATH also houses the Center for Creative Conflict Resolution which provides mediation and restorative justice support to City government agencies and the general public, and the Administrative Judicial Institute, a resource center that provides training, continuing education, research and support services for administrative law judges and hearing officers.
JOB DESCRIPTION
OATH’s Clerk’s Office is seeking a Customer Service Representative to work in our Long Island City Office. This person will interact with members of the community who find themselves at OATH and need information as to how to proceed with summonses they have received. Specific duties include, but are not limited to, the intake, processing, and calendaring of cases, as well as:
- Have significant contact with the general public to improve communication between the members of the public appearing at OATH and the agency.
- Responding to community inquiries and concerns.
- Ensuring that all members of the community appearing at OATH in-person or remotely through telephone or email understand the adjudication process.
- Providing case or other information and assistance to members of the community appearing at OATH including call in information.
- Investigating and attempting to resolve complaints from the public appearing before OATH.
- Review, confirm and ensure accurate information is provided to members of the community who have been issued summonses, so they understand what they need to do.
- Assist in all aspects of processing cases efficiently when members of the public appear for hearings, so the public has timely access to justice, and create call in PIN numbers as needed to process telephone hearings.

HYBRID OFFICE / REMOTE WORK SCHEDULE AVAILABLE AFTER INITIAL TRAINING PERIOD.

Special Note:
Only candidates currently serving in a NYC agency as a permanent Customer Information Representative or who are currently reachable on the NYC civil service list should apply.

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.

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.