CUSTOMER CARE REPRESENTATIVE

Job Description

APPLICANTS MUST BE PERMANENT IN THE CLERICAL ASSOCIATE CIVIL SERVICE TITLE,


Human Resources Solutions is requesting approval to hire via agency wide job posting one (1) Clerical Associate IV to function as a Customer Care Representative. The Customer Care Representative will respond to questions and inquiries that require working knowledge of all HRS Operations, as well as other DSS programs, initiatives, and communications; log all issues using Intranet Quorum (IQ) Web system, categorizing each issue, entering appropriate problem details and resolutions, and making referrals to the appropriate HRS Units if unable to resolve the problem. He/she will liaise with Human Resources Business Partners (HRBP), Personnel Liaisons, and Managers to resolve staff’s payroll and timekeeping issues; process CityTime password resets for all DSS/HRA and DHS staff and process change of work schedules in CityTime using an on-line system and as requested by the various Agency program areas. He/she will diagnose and resolve timekeeping issues by researching and documenting pertinent information, reviewing time and leave entries in CityTime, reviewing and analyzing timekeeping actions, generating and analyzing pertinent reports (PMS, CHRMS, EStubs, and CityTime), and directing the issue to the appropriate timekeeping supervisor for review and action if needed. The Customer Care Representative will identify urgent situations and immediately brings them to the attention of the relevant agency management; troubleshoots the CityTime system; documents systems issue, submits remedy tickets for Citywide User Support, and interacts with the CityTime Help Desk staff to facilitate system solutions. Additionally, he/she will assimilate new information relating to HRS systems, agency policies/directives, special programs, and other information to be able to accurately respond to staff inquiries and identifies the need for corrective action (e.g., Absence control – Time and Leave issues) as warranted. This request will backfill for Aisha McLaughlin-Philip (EIN: 0321998) who was appointed with ACS effective March 23, 2025.

Human Resources Solutions (HRS) is recruiting for one (1) Clerical Associate IV to function as a Customer Care Representative, who will perform the following:

Respond to questions and inquires (via telephone and email) that require working knowledge of all HRS Operations, as well as other DSS-HRA-DHS programs, initiatives, and communications.
Log all issues using Intranet Quorum (IQ) Web System, categorizing each issue, entering appropriate problem details and resolutions, and making referrals to the appropriate HRS Units, if unable to resolve the problem.
Process CityTime password resets for all DSS-HRA-DHS staff.
Process work schedule changes in CityTime using an online system and as requested by the various agency program areas.
Identifies and resolves time timekeeping issues by researching and documenting pertinent information, reviewing time and leave entries in CityTime, reviewing and analyzing timekeeping actions, generating, and analyzing pertinent reports (PMS, CHRMS, eStubs, and CityTime), and distributing the issue to the appropriate timekeeping supervisor for review and action, if needed.
Liaise with Human Resources Business Partners (HRBPs), Personnel Liaisons, and Managers to resolve staff’s payroll and timekeeping issues.
Identifie urgent situations and immediately escalates to the relevant agency management.
Troubleshoot the CityTime system; documents system issues; submits Remedy tickets for Citywide User Support and interacts with the CityTime Help Desk staff to facilitate system solutions.
Rapidly assimilates new information relating to HRS systems, agency policies/directives, special programs, and other information to be able to accurately respond to staff inquires.
Identify need for corrective actions (e.g., Absence Control – Time and Leave issues).
Perform other duties, as assigned.

Work Location: 4 World Trade Center
Hours/Schedule: 9:00 AM – 5:00 PM

CLERICAL ASSOCIATE - 10251

Qualifications

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

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, r