Customer Operations Associate

The NYC Department of Buildings Customer Operations unit is a centralized customer service unit. Customer Operations Associates are adept problem solvers with technical support experience. They provide quick and accurate assistance with the goal of first call/contact resolution. They work closely with external customers as well as internal stakeholders to drive outcomes while maintaining a high level of professionalism.

• Answering, addressing, and corresponding with internal and external customers by telephone, e‑mail, and in‑person in a timely manner within the required customer service levels: escalating customer inquiries as needed and providing necessary follow‑up.
• Assisting the Customer Service Operations Team with meeting the performance targets of the unit answering telephone calls by ensuring calls are answered within the average call wait times and call wrap‑up time.
• Adhering to and meeting the expectations of Executive Order 120 and Local Law 30 Language Access Plan requirements.
• Build knowledge from all DOB units to provide effective centralized customer service.
• Analyze knowledge gaps and provide feedback to project managers.
• Troubleshoot and assist customers to solve system issues identified by external customers.
• Provide service to incoming callers while building rapport as a representative of DOB.
• Update and improve communication materials for external customers including frequently asked questions.
• Implement quality assurance procedures through standardization and service levels to optimize the customer experience.
• Contribute to a knowledge base for internal staff to streamline processes.
• Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer service operations.
• Perform duties and responsibilities as assigned by Director.

Only permanent Principal Administrative Associates, applicants who are reachable on the Principal Administrative Associate open competitive list, and applicants as indicated below will be considered.

Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

Visit Jobs NYC (cityjobs.nyc.gov) to view and apply for available positions. Search by agency (Department of Buildings), keywords, or for the specific Job  #.

Only those candidates under consideration will be contacted.

Minimum Qualifications

• A baccalaureate degree from an accredited college and three years of satisfactory full‑time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and four years of satisfactory full‑time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above.
• A four‑year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full‑time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
• Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

• Experience in a fast‑paced work environment.
• Outstanding…