Call Agent, Bureau of Customer Support

Call Center Overview

Within the Office of External Affairs is the Bureau of Customer Support Services Call Center. The DOHMH Call Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. This mission is accomplished through a state‑of‑the‑art customer service facility designed to provide clients, the public, and the provider community with information about our services and programs;

referrals, appointments and follow‑up; health literature and education materials.

• Communicate effectively on the telephone and through live chat to handle calls from different work groups such as Dog License, Vital Records, Health Academy, Accela, STD results line, Provider Access Line (PAL), Literature Fulfillment and other/general information queues.
• Provide customer service by answering phones/chats to ensure the public/customers are informed on the process and steps needed to order/correct birth certificates and/or death certificates in person, online or via mail.
• Answer other Vital Records calls and chats related to funeral procedures and other matters that require the Call Agent to transfer or direct accordingly to the appropriate entity.
• Guide customers on how to check the status of orders placed using the E‑Vital status portal or by sending an e‑mail to the appropriate department for status.
• Provide the community/callers with health education information, making appropriate referrals for counseling and testing.
• Disseminate information and service the public with information related to public health topics.
• Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.
• Maintain and update databases/computerized data/records and analyze various data for accuracy.
• Handle emergencies and other ad hoc assignments.
• Perform other required duties/tasks as assigned.

• Strong customer service orientation
• Courteous telephone manner
• Excellent oral and written communication skills
• Basic computer literacy
• Spanish speaking a plus

The applicant must have:

• High school graduation or equivalent and three years of experience in community work or community‑centered activities related to duties described above; or
• Equivalent education and/or experience that meets the above requirements.

• Loan forgiveness and repayment assistance programs may apply.
• Health insurance and additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• Public sector defined benefit pension plan.
• Tax‑deferred savings program.
• Robust worksite wellness program.
• Work‑from‑home policy up to two days per week.
• Job security.

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals.