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About the Role
The Call Center within the Office of External Affairs is seeking to hire a Call Agent to deliver enhanced customer service to New York City residents by providing a single point of entry for all Department information and services.
Responsibilities
- Communicate effectively via telephone and live chat to handle calls from various workgroups including Dog License, Vital Records, Health Academy, Accela, STD results line, Provider Access Line (PAL), Literature Fulfillment, and General Information queues.
- Provide customer service by answering phones and chats to inform the public on the process and steps for ordering or correcting birth and death certificates in person, online, or via mail.
- Answer Vital Records calls and chats related to funeral procedures and other matters, transferring or directing callers to the appropriate entity.
- Guide customers on how to check order statuses using the E-vital status portal or by email.
- Provide health education information and make appropriate referrals for counseling and testing.
- Disseminate information and serve the public with information related to public health topics.
- Provide assistance and information to the general public and staff needing help navigating the NYC DOHMH website.
- Maintain and update computerized data/records and analyze data for accuracy.
- Handle emergencies and other ad hoc assignments.
- Perform other required duties/tasks as assigned.
Requirements
- High school graduation or equivalent and three years of experience in community work or community centered activities related to the described duties.
- Equivalent education and/or experience may be accepted.
Skills
- Strong customer service orientation
- Courteous telephone manner
- Excellent oral and written communication skills
- Basic computer literacy
- Spanish speaking is a plus
Location
- New York City
Work Type
- Full-time
- Hybrid (up to two days per week from home, depending on position)
Experience Level
- 3 years of experience in community work or community centered activities
Education Level
- High school graduation or equivalent
Salary/Compensations
- USD 24.38 - USD 28.04 per hour
Benefits
- Potential eligibility for federal/state loan forgiveness and repayment assistance programs.
- Premium-free health insurance plan (saves employees over $10K annually).
- Additional health, fitness, and financial benefits may be available based on union/benefit fund.
- Public sector defined benefit pension plan.
- Tax-deferred savings program.
- Robust Worksite Wellness Program.
About the Company
- Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC.
- Mission: To safeguard the health of every resident and cultivate a city where everyone can achieve their optimal health.
- Provides a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives.
- Serves as the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements.
- A global leader in public health innovation and expertise.
Equal Opportunity
- The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals.
- 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.