OER - CUSTOMER INFORMATION REPRESENTATIVE

***Candidate must be serving permanently in the title of Customer Information Representative, or be reachable on the civil service list, Exam #5074.*** The Office of Emergency Response Unit (OER) is a 24/7 operation that is dedicated to the resolution of any incident or crisis that threatens the structural integrity or impedes public safety or the free flow of people and goods utilizing the transportation infrastructure systems within the city of New York. OER consists of four sub-Units: The Communications Center, Emergency Response, Radio Repair and Maintenance, and Emergency Planning and Preparedness. Make visual inspection of all operating equipment and settings and report malfunctioning equipment.

The candidate selected to fill this vacancy will provide customer service utilizing computer databases and information technology to access information and coordinate responses required for both emergency and non-emergency situations. In addition will conduct research to resolve problems and forward unresolved matters to appropriate staff and offices for further action. Under direct supervision, s/he will be required to monitor radio frequencies, answer radio calls in the prescribed manner, transmit information to field personnel as dictated in the Standard Operating Procedures manual (SOP), make telephone calls, and accurately log transmissions as necessary; perform accurate data entry and retrieval on various systems. Create comprehensive and accurate incident descriptions and collect accurate location information.

The Office of Emergency Response (OER) is a 24 x 7 Unit.

The current tour available for this position is the 2 PM - 10 PM

• Thursday to Monday shift. The five-day work week will include working weekends with two consecutive weekdays off.

Special Working Conditions

• Some of the physical activities performed by Customer Information Representatives experienced are sitting for extended periods of time while monitoring computer screens; typing information into the computer using a computer keyboard; coordinating eye/hand movements while handling calls and operating a console and computer; speaking calmly and clearly in order to elicit information, listening carefully to clearly understand information and give instructions to a continuous flow of callers under stress making responsible decisions where timing is critical and sitting within hearing distance of other call takers working under similar conditions.

Minimum Qualifications

• A baccalaureate degree from an accredited college or university; or
• An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or
• A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

***Candidate must be serving permanently in the title of Customer Information Representative, or be reachable on the civil service list, Exam #5074.*** The Office of Emergency Response (OER) is a 24 x 7 Unit.

The current tour available for this position is the 2 PM - 10 PM

• Thursday to Monday shift. The five-day work week will include working weekends with two consecutive weekdays off.

Special Working Conditions

• Some of the physical activities performed by Customer Information Representatives experienced are sitting for extended periods of time while monitoring computer screens; typing information into the computer using a computer keyboard; coordinating eye/hand movements while handling calls and operating a console and computer; speaking calmly and clearly in order to elicit information, listening carefully to clearly understand information and give instructions to a continuous flow of callers under stress making responsible decisions where timing is critical and sitting within hearing distance of other call takers working under similar conditions.