Customer Care Representative

APPLICANTS MUST BE IN THE PERMANENT CLERICAL ASSOCIATE CIVIL SERVICE TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE. The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self- sufficiency as quickly as possible. Human Resources Solutions (HRS) supports the human resources needs of the Department of Social Services, the Human Resources Administration, and the Department of Homeless Services through strategic partnership and collaboration, with the goal of creating an inclusive, motivated, and client centered workforce. Human Resources Solutions (HRS) is recruiting for one (1) Clerical Associate IV to function as a Customer Care Representative, who will perform the following: - Respond to questions and inquires (via telephone and email) that require working knowledge of all HRS Operations, as well as other DSS-HRA-DHS programs, initiatives, and communications. - Log all issues using Intranet Quorum (IQ) Web System, categorizing each issue, entering appropriate problem details and resolutions, and making referrals to the appropriate HRS Units, if unable to resolve the problem. - Process CityTime password resets for all DSS-HRA-DHS staff. - Process work schedule changes in CityTime using an online system and as requested by the various agency program areas. - Identify and resolve time timekeeping issues by researching and documenting pertinent information, reviewing time and leave entries in CityTime, reviewing and analyzing timekeeping actions, generating, and analyzing pertinent reports (PMS, CHRMS, eStubs, and CityTime), and distributing the issue to the appropriate timekeeping supervisor for review and action, if needed. - Liaise with Human Resources Business Partners (HRBPs), Personnel Liaisons, and Managers to resolve staff’s payroll and timekeeping issues. - Identify urgent situations and immediately escalates to the relevant agency management. - Troubleshoot the CityTime system; documents system issues; submits Remedy tickets for Citywide User Support and interacts with the CityTime Help Desk staff to facilitate system solutions. - Rapidly assimilate new information relating to HRS systems, agency policies/directives, special programs, and other information to be able to accurately respond to staff inquires. - Identify need for corrective actions (e.g., Absence Control – Time and Leave issues). - Perform other duties, as assigned. Hours/Shift: 9:00 AM – 5:00 PM

- Excellent oral and written communication skills. - Ability to work well within a team. - Demonstrated customer service experience. - Ability to absorb and apply new concepts/training. - Good problem-solving skills. - Ability to effectively plan and multi-task. - Demonstrated ability to work effectively under prescribed deadlines. - Ability to thrive and adapt in a high-stress work environment.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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