About the job
Note: To be eligible for this role, candidates must either currently hold the position of Customer Information Representative or be reachable on the Customer Information Representative list, EXAM #3043.
The Department of Transportation (DOT) is dedicated to ensuring the safe, efficient, and environmentally sustainable movement of people and goods throughout New York City. We strive to maintain and enhance the transportation infrastructure critical to the economic vitality and quality of life of our primary stakeholders, the City’s residents. As an equal opportunity employer, DOT is committed to fostering a diverse workforce in a welcoming environment.
In this role, you will be responsible for delivering exceptional customer service through the effective use of computer databases and information technology. Your duties will include addressing complex inquiries, coordinating responses to urgent situations, monitoring radio, phone, and email communications, and transmitting information to field staff and relevant personnel. You will also handle incoming inquiries via telephone, email, and in-person, documenting complaints and requests while conducting necessary research to resolve issues. Unresolved matters will be escalated to the appropriate departments. Additionally, you will perform data entry and retrieval across various systems, prepare detailed written responses, and generate accurate reports. Participation in training sessions and the flexibility to work extended hours as needed will be required, alongside various clerical and computer support tasks.