Customer Service Agent, OPT

Position Type:Administrative and Central OfficeOffice Title/Functional Title:Customer Service Agent, OPT - 23513Civil Service Title:Customer Information RepresentativeLevel:L1Division/Office:Office of Pupil TransportationBorough:QueensPosting End Date:10/10/2024This position is in a civil service competitive class that is subject to examination. Position is only open to current City employees with permanent NYC civil service status as Customer Information Representative or permanent in an equivalent title that is eligible for transfer under 6.1.9 to Customer Information Representative. 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.Description: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/AKey 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 years of satisfactory, fulltime 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 years of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in "2" above.The above described education and experience must have included at least one year of satisfactory experience using computers to access information technology systems and databases for researching the answer to questions. Such experience acquired as part of post high school education is acceptable.PlusIn addition to meeting the minimum requirements, individuals must have two additional years of the experience described in "1" abovePreferred• Knowledge and understanding of overall organizational strategy and of call center environment/operations.• Excellent ability to listen and communicate effectively.Salary: $45,409 - $67,879(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)Please include a resume and cover letter with your application.NOTE: The filling of all positions is subject to budget availability and/or grant funding.• New York City Residency is NOT Required *We encourage all applicants from the New York City tri-state area to apply.AN EQUAL OPPORTUNITY EMPLOYERDOE Non- Discrimination PolicyThe Department of Education of 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 upon any legally protected status or protected characteristic, including but not limited to an individual's actual or perceived sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or pregnancy. For more information, please refer to the DOE Non-Discrimination Policy.Public Service Loan ForgivenessAs a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.