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Credit & Collections Specialist

New York City Department of Education .

Credit & Collections Specialist

Long Island City, NY
Full Time
Paid
  • Responsibilities

     

    THIS TITLE IS IN A CIVIL SERVICE COMPETITIVE CLASS THAT IS SUBJECT TO EXAMINATION. POSITION IS ONLY OPEN TO APPLICANTS WITH PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE OR CANDIDATES WHO APPLY FOR THE CUSTOMER INFORMATION REPRESENTATIVE CIVIL SERVICE EXAMINATION. 

     

    THE FILING PERIOD FOR THE EXAM IS 06/03/2020 - 06/23/2020. INFORMATION REGARDING NYC CIVIL SERVICE EXAMS CAN BE FOUND ON THE DCAS WEBSITE BELOW:

     

    https://www1.nyc.gov/site/dcas/employment/current-upcoming-exams.page  

     

    POSITION SUMMARY:  The Office of Pupil Transportation (OPT) is dedicated to providing the students of New York City with safe, clean, dependable, efficient, cost-effective, and prompt transportation.  OPT is responsible for supporting the educational process through the provision of services which are essential for the education of the children but reside outside of the classroom. 

     

    Under general direction, the Customer Service Supervisor will supervise groups of customer service representatives engaged in ensuring optimal service to the students of New York as it relates to transportation.  The Customer Service Supervisor will work to resolve and respond to day-to-day operational issues and unique inquiries regarding student transportation. Performs related work.

     

    REPORTS TO: Customer Service Manager

     

    DIRECT REPORTS: Customer Service Representatives

     

    KEY RELATIONSHIPS: Relationships will be fostered with other supervisors/leads, customer service representatives, other department managers and routers.

     

    RESPONSIBILITIES

     

    • Supervise and develop teams of customer service agents to provide quality and timely response to callers.
    • Train and develop skills among customer service representatives to establish quality consistency regarding identification and resolution of pupil transportation. Analyze and resolve difficult inquiries and determine appropriate course of action. 
    • Mentor calls and develop statistical data for analysis to identify trends in calls. Coordinate with supervisors in operational and logistical OPT areas to resolve common and repetitive problems of routine nature.  Analyzes trends in time of the day and season to forecast issues and resolve them on a proactive basis.  Prepare and review statistical reporting analysis regarding the quantity, speed, level, and quality of service provided. 
    • Troubleshoot problem areas to recommend revised policies and procedures for call centers.
    • Ensure appropriate customer follow-up and timely communication of resolution. Ensure that customer issues are recorded, effectively tracked, and resolved utilizing optimal customer service strategies.  Monitor quality of data entry associated with inquiries handled by customer service agents. 
    • Works with information technology staff to enhance software programs to increase effectiveness of customer services.
    • Utilize metrics and reports to monitor employee and customer service performance with an eye toward enhancing productivity.
    • Enhances productivity throughout the Office of Pupil Transportation by communicating with affected supervisory staff regarding the issues reported by the customer service center.  Assists and supports other supervisory staff in resolving issues related to pupil transportation.

     

    QUALIFICATION REQUIREMENTS:

     

    MINIMUM

     

    1. A baccalaureate degree from an accredited college; or
    2. An associate degree from an accredited college and two years of satisfactory, fulltime experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology; or
    3. A four-year high school diploma or its educational equivalent and four years of the satisfactory, full-time experience described in "2" above; or
    4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for New York City government in a customer service, help desk or public information capacity, utilizing computers and information technology may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in "2" above.

     

    The above described education and experience must have included at least one year of satisfactory experience using computers to access information technology systems and databases for researching the answer to questions. Such experience acquired as part of post high school education is acceptable.

     

    To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in “2” above.

     

    PREFERRED

    _ _

    • Excellent verbal, listening, problem-solving, and coaching skills.
    • Attention to detail and follow-through.
    • Strong organizational and time management skills.
    • A bachelor’s degree.
    • Ability to supervise and coordinate staff in a customer service call center environment.
    • Ability to make effective telephone assessments.
    • Ability to analyze call center data.
    • Proficient in Microsoft Suite, including Excel and Word.

     

    SALARY: $67,422+

     (Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not make less than their current salary.)

      

    PLEASE INCLUDE A RESUME AND COVER LETTER WITH YOUR APPLICATION. 

     APPLICATIONS WILL BE ACCEPTED THROUGH MARCH 20, 2020 UNTIL 3:00 P.M. 

    NOTE: THE FILLING OF ALL POSITIONS IS SUBJECT TO BUDGET AVAILABILITY AND/OR GRANT FUNDING.

     

    THIS POSITION IS OPEN TO QUALIFIED PERSONS WITH A DISABILITY WHO ARE ELIGIBLE FOR THE 55-A PROGRAM. PLEASE INDICATE IN YOUR COVER LETTER THAT YOU WOULD LIKE TO BE CONSIDERED FOR THE POSITION UNDER THE 55-A PROGRAM. 

     

    AN EQUAL OPPORTUNITY EMPLOYER  

    It is the policy of the Department of Education of the City of New York to provide equal employment opportunities without regard to actual or perceived race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, unemployment status, caregiver status, consumer credit history, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation.  For more information, please refer to the DOE Non-Discrimination Policy.

    Required Skills Required Experience

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