CUSTOMER CARE REPRESENTATIVE
Core
Respond to staff inquiries via telephone and email regarding HRS operations, DSS-HRA-DHS programs, and timekeeping issues; troubleshoot systems and resolve payroll/timekeeping problems.
Role type
Customer Care Representative (Clerical Associate IV)
Builds
Internal support services for NYC Department of Social Services staff
Domain
Public sector / Human Resources Administration
Deliverable
client delivery
Required skills
telephone communication, email communication, issue logging, system troubleshooting, report analysis, stakeholder liaison, policy assimilation, timekeeping resolution
Preferred skills
none stated
Technologies
Intranet Quorum (IQ), CityTime, Remedy, PMS, CHRMS, eStubs
Responsibilities
Respond to questions and inquiries via telephone and email; Log issues using Intranet Quorum; Process CityTime password resets and schedule changes; Identify and resolve timekeeping issues; Liaise with HRBPs and Managers to resolve payroll issues; Escalate urgent situations; Troubleshoot CityTime system; Assimilate new information on systems and policies; Identify need for corrective actions.
Seniority
Entry-level, hands-on IC
