New York City Department of Education – New York, NY
Candidates with permanent NYC Civil Service status in the Customer Information Representative title or candidates who have taken the most recent Customer Information Representative Civil Service Examination are strongly preferred.
Position Summary: The Mail and Copy Center Associate will be responsible for responding to Human Resources-related requests from all current and prospective Department of Education (DOE) employees. The Mail and Copy Center Associate is responsible for ensuring that those who call or write receive assistance with their questions and concerns. The Mail and Copy Center Associate will perform a wide range of activities to support the Mail and Copy Center, Health Benefits staff, as well as Data Management Staff. This includes performing a wide range of activities to support all customer service related applications and systems while adhering to high standards of customer service. Performs related work.
Reports to: Supervisor, Mail and Copy Center
Direct Reports: N/A
Key Relationships: Works closely with the Supervisory, Benefits, and Data Management units to build and maintain relationships with Central DHR staff.
Customer Service Support
Answer calls from customers asking routine, frequently asked questions, and provide information regarding mailroom services and appropriate policies/procedures, contacts, and other services regarding the offices within HR Connect.
Navigate multiple computer applications while speaking on the telephone and entering data associated with inquiries for all offices as needed
Inform caller of the status of their existing service requests.
Effectively resolve customer issues utilizing excellent customer service skills. Recognize complex inquiries and refer them to appropriate office within HR Connect.
Abide by policies and procedures to ensure the highest standard of accuracy, timeliness, and efficiency in answering calls and entering data.
Transactional and Operational Support
Determine nature of mail and appropriate route for delivery within DHR.
Collect and distribute mail for staff within DHR.
Process incoming mail, including receiving, opening, date/time stamping, distributing, and sorting mail and fax transmittals.
Process outgoing mail, including preparing, routing, and sending inter-office mail, fax transmittals, and U.S. mail.
Provide mailroom and copy center services regarding materials, informational brochures and flyers for various programs within DHR as well as other events. Assist with the assembly and execution of mass mailings.
Manage paperwork with duties including copying, printing, laminating, binding, and shredding of documents.
Perform duties as assigned, such as maintaining inventory of paper, envelopes, and regular office supplies.
Maintain efficiency during benefits enrollment period, ensuring excellent customer service. Arrange, scan, and assign benefit applications utilizing Oracle.
Ensure that customer Service Level Agreements are being met.
Maintain strict confidentiality as outlined in HR Connect policies and procedures.
Adhere to daily production goals and workflow processes to ensure timely and quality service.
Responsible for gathering information and generating weekly reports in Excel.
Delegate and prioritize work assignment in supervisor’s absence.
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.
Detail-oriented with the ability to follow through.
Excellent time management skills.
Strong organizational and oral/written communication skills.
Knowledge of PC functionality.
Excellent oral and written communication and listening skills.
Experience with mail fulfillment.
Experience managing confidential information.
Internal candidates preferred.
(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 January 17, 2018 until 3:00 p.m.
NOTE: The filling of all positions is subject to budget availability and/or grant funding.
AN EQUAL OPPORTUNITY EMPLOYER
It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, 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. Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 1102, Brooklyn, New York 11201, or visit the OEO website at http://schools.nyc.gov/OEO