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City of New York · 1 day ago

Customer Service Analyst

New York City, NY

Full-time

Onsite

Entry, Mid Level

$63K/yr - $72K/yr

2+ years exp

City of New York is dedicated to making city government work for all New Yorkers. The Customer Service Analyst will provide critical support to City agencies by answering inquiries, resolving issues related to Civil Service processes, and ensuring compliance with relevant laws and regulations.

GovernmentLegalPublic Relations

Responsibilities

Review highly complex dispositions and amendments from agencies and ensure that all actions are compliant with Civil Service laws and personnel rules and regulations

Recognize and resolve discrepancies during auditing process in a timely manner

Ensure that dispositions conform to law, rules, and special terms

Ensure all dispositions are reviewed and closed timely

Respond to difficult and confidential agency inquiries

Research information for customer relationship management cases submitted by DCAS staff, outside agencies, and / or members of the public

Answer calls on the Interactive Voice Response (IVR) system

Provide accurate, complete, and appropriate responses

Perform complex reviews of employee personnel records in the mainframe and NYCAPS

Follow-up with agencies on overdue / expired certifications

Liaise with external and internal Human Resource Liaisons

Assist with unit special projects including, but not limited to, contacting agencies for missing or overdue documents, closing large complex dispositions, and other duties as assigned by supervisor

Develop and maintain working relationships with City agencies and other internal and external stakeholders

Troubleshoot candidate, technical, or scoring related issues submitted through the Online Application System (OASys) Help Desk

Qualification

Human Resources ManagementPublic AdministrationBudget AdministrationOperations ResearchCustomer ServiceAnalytical SkillsCommunication Skills

Required

A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school

A baccalaureate degree from an accredited college and two years of satisfactory full-time professional experience working in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area

An associate degree or completion of 60 semester credits from an accredited college and four years of satisfactory full-time professional experience as described in '2' above

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and six years of satisfactory full-time professional experience as described in '2' above

A combination of education and/or experience equivalent to '1', '2', '3', or '4' above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma