Call Center Manager jobs in New York, NY

NYC311 is the front door to your career with the City of New York.

Overview:

NYC311 is seeking highly motivated and customer-focused individuals to join our award-winning team as Call Center Representatives.

As a Call Center Representative, you will be responsible for providing excellent customer service and support to the public. This is an excellent opportunity for someone who enjoys helping others, has strong communication skills, and is seeking a career in City Government.

Duties:

Call Center Representatives in the 24-hour 3-1-1 Call Center:

• Provide a single point of contact for all non-emergency City services utilizing state-of-the-art telephone and interactive computer systems;
• Respond to phone inquiries from the public;
• Provide customer service and information to callers;
• Take complaints and service requests and forward them for further action;
• Enter inquiries, complaints, and requests into appropriate computer systems;
• Perform related clerical and computer support work;
• Proficiency in navigating multiple computer systems using a computer keyboard and mouse is required;

(All Call Center Representatives perform related work.)

Special Working Conditions:

• Call Center Representatives will be required to work various shifts, including nights, Saturdays, Sundays, and holidays.
• This is an on-site position with shifts performed at the physical work location in Lower Manhattan.

Some of the physical activities performed by Call Center Representatives and environmental conditions experienced are:

• Sitting for extended periods with a headset on while monitoring two computer screens
• Typing information into the computer using a keyboard
• Coordinating eye/hand movements while handling calls for the efficient use of console and computer
• Speaking calmly and clearly in order to elicit information and give instructions to a continuous flow of callers under stress
• Listening carefully to clearly understand information
• Making responsible judgments where timing is critical
• Sitting within hearing distance of other call-takers working under similar conditions

(This is a brief description of what you might do in this position and does not include all the duties of this position.)

Qualifications:

• Minimum qualifications include a four-year high school diploma or its educational equivalent approved by a State’s Department of Education or a recognizing accrediting organization and two years of satisfactory, full-time experience utilizing a computer to provide information or customer services to the public. Satisfactory, full-time experience working for a New York City government agency utilizing a computer to provide information or customer services to the public may be substituted on the basis of one year of NYC government work experience for the two years of experience described above.
• Interested applicants MUST ensure that they meet the education and experience requirements outlined in the Call Center Representative Notice of Examination, Exam No. 4025, ANDtake the Call Center Representative exam to be eligible for potential appointment.
• New York City residency is required within 90 days of appointment.
• Applicants are responsible for determining whether or not they meet the education and experience requirements for this examination prior to submitting their application. If you are found "Not Qualified," your application fee will not be refunded and you will not receive a score.

**CONSIDERATION AND POTENTIAL APPOINTMENT IN THE POSITION OF CALL CENTER REPRESENTATIVE ARE SUBJECT TO OVERSIGHT APPROVAL.**

**YOU ARE RESPONSIBLE FOR READING THE ENTIRE NOTICE OF EXAMINATION BEFORE YOU SUBMIT YOUR APPLICATION FOR THE EXAM.**

Call Center Representative Notice of Examination Exam no. 4025:

www.nyc.gov/assets/dcas/downloads/pdf/noes/20244025000.pdf

If you believe you meet the requirements in the "How to Qualify" section of the Notice of Examination, apply using the Online Application System (OASys) at www.nyc.gov/examsforjobs.

Follow the onscreen application instructions for electronically submitting your application, payment, and completing any required information. A unique and valid email address is required to apply online.

If you are receiving or participating in certain forms of public assistance/benefits/programs or are a veteran, you may qualify to have the application fee waived. For more information on eligibility for a fee waiver and documentation requirements visit the Fee Waiver FAQ on the Online Application System at: https://a856- exams.nyc.gov/OASysWeb/faqs.

Benefits:

As a City employee, you’ll enjoy benefits such as:

• Competitive salary
• Paid holidays, annual leave, and sick leave
• Health benefits with dental, vision, and drug coverage
• Pension and retirement savings plans
• NYC311's Comprehensive training program
• Opportunities for career advancement within the organization and across New York City Government

If you are a motivated individual with excellent communication skills and a passion for providing exceptional customer service, we encourage you to apply for the position of Call Center Representative.

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.

Join the NYC311 team and make a difference in the lives of New Yorkers every day.

Job Type: Full-time

Pay: From $38,336.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person