Customer Service Representative

IF YOU ARE HIRED PROVISIONALLY IN THE CASEWORKER TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM WHEN IT BECOMES AVAILABLE TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.

The NYC Department of Homeless Services (DHS) is one of the largest organizations of its kind committed to preventing and addressing homelessness in New York City. Collaborating with other public agencies and not-for-profit partners, the Department of Homeless Services works to prevent homelessness before it occurs, reduce street homelessness, and assist New Yorkers to transition from shelter into appropriate permanent housing.

The Department of Homeless Services (DHS) is recruiting for two (2) Caseworkers to function as Customer Service Representatives who will:

• Answer customer calls and provide accurate, satisfactory answers to their questions and concerns.

• De-escalate situations involving dissatisfied customer, offering assistance and support.

• Identify customer's needs, clarify information, research issues, and provide response/solutions.

• Interact with Real Estate Broker/landlords and Housing Specialist to inform about the status of their units in process.

• Guide callers through/ troubleshoot, navigate the agency's website or using new application and services.

• Collaborate with the managers to improve customer service.

• Help to train new employees and inform them about the agency's customer management policies.

• Compile daily and weekly metrics on the number of calls received and the status of the said calls.

• Manage high volume of inbound and outbound calls in a timely manner.

Monday

• Friday 10am

• 6pm

ADDITIONAL COMPENSATION*

Newly hired Caseworkers are now eligible to receive a bonus of up to $6000 during a two-year period between April 2024 to March 2026. Caseworkers hired and onboarded by April 1,2024 and who remain active on payroll through this period will have the opportunity to earn up to four (4) bi-annual $1,500 bonus payments, for a possible maximum of $6,000. Criteria are that staff remain on active status during the entirety of each six-month period listed here:

• RETENTION BONUS*

• April 1, 2024 - September 30, 2024

• October 1. 2024 - March 31, 2025.

• April 1, 2025 - September 30, 2025.

• October 1, 2025 - March 31,2026.

• ASSIGNMENT DIFFERENTIAL*

DHS CASEWORKERS RECEIVE A YEARLY DIFFERENTIAL OF $1,540

Minimum Qualifications

1.A baccalaureate degree from an accredited college or university accredited by regional, national, professional, or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA).

Additional Information: Section 424-a of the New York State Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-care responsibilities is or has been the subject of an indicated child abuse and maltreatment report on file with the State Central Register for child abuse and maltreatment. State Central Register screening will be conducted prior to considering a candidate for employment as a Caseworker. Candidates who have been the subject of an indicated child abuse and maltreatment report will not be assigned to any position which requires child-care responsibilities. Employees who have been the subject of such a report may be reassigned or terminated from employment from their positions as Caseworker.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City Residency is not required for this position

Additional Information

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.