Correspondence Liaison

Location: MANHATTANNo exam required

Department: Customer Service$44,545.00 – $74,134.00

Job Description: The NYC DOT Customer Service, Language Access and Correspondence Unit (CSLACU) serves as the Commissioner's central hub for customer service and the processing of correspondence addressed to the Commissioner. CSLACU processes correspondence and service requests received through the NYC DOT public-facing website, the Mayor's Office, the 311 Call Center, and hard-copy mail addressed to the Commissioner. The Unit assigns requests and cases to the appropriate operational unit using the Agency Response Tracking System (ARTS), the agency's Customer Relationship Management (CRM) application. The candidate's responsibilities will include, but will not be limited to: Communicating directly with members of the public through written and oral communication. Responding to inquiries and reaching out to constituents to clarify and verify their requests or concerns. Entering, updating, monitoring, and closing service requests in ARTS.Sending email or written acknowledgements to constituents within 14 calendar days, as required by the Mayor's Directive. Determining appropriate due dates based on the type and nature of each request. Assigning requests to the appropriate operational unit for review and resolution. Following up with operational units regarding overdue requests and outstanding responses. Rerouting requests to the appropriate operational unit when necessary. Responding to a wide range of constituent complaints and inquiries in a professional, courteous, and timely manner consistent with NYCDOT customer service standards. Preparing written responses to constituents based on information, research, and recommendations provided by operational units. Drafting concise, assertive, professional correspondence that follows the Agency's established communication style. Answering telephone calls from members of the public seeking information or following up on previously submitted requests. Maintaining accurate and timely case information and ensuring requests are appropriately documented through resolution. The successful candidate must possess strong written, verbal, interpersonal, organizational, and customer service skills. The candidate should be able to communicate effectively with a diverse range of members of the public, manage multiple requests simultaneously, exercise sound judgment, and maintain professionalism when addressing sensitive, complex, or potentially challenging customer concerns.

Minimum Qualifications: Qualification Requirements 1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or 2. Education and/or experience which is equivalent to "1" above.

Preferred Skills: The candidate must possess excellent writing skills, as well as strong verbal communication and computer skills (e.g., formatting Word documents, creating Excel spreadsheets, Outlook), and should have experience in conducting research.

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.

Residency Requirement: 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.

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.