Customer Service Coordinator

Customer Service Coordinator

The New York City Department of Youth and Community Development (DYCD) invests in a network of community-based organizations and programs to alleviate the effects of poverty and to provide opportunities for New Yorkers and communities to flourish. The Office of General Counsel supports the agency in fulfilling its mission of providing New York City with high-quality youth and family programming. DYCD funded programs include afterschool programs, literacy programs, the Summer Youth Employment Program and runaway and homeless youth shelters and drop-in centers, among other services. The Insurance Compliance Unit under DYCD's Office of the General Counsel assists community-based organizations with compliance with City requirements. The candidate will serve as the Customer Service Coordinator within the Insurance Compliance Unit. The ideal candidate will have strong communication skills, writing, verbal, and people skills to effectively respond to a variety of inquiries, including insurance compliance inquiries, in a professional and courteous manner in compliance with DYCD standards. Under the supervision of the Director of Insurance Compliance, with some latitude for independent action, the Customer Service Coordinator's responsibilities will include but are not limited to performing the following tasks:

- Maintain a database of vendor information and create initial agency communications with vendors about pending compliance matters.

- Create and update a tracking system of inquiries and vendor contact information including actions taken, responses given and inquiries forwarded for further research

- Use computer databases and information technology systems to retrieve information needed to respond to and track the progress of responses

- Request from other DYCD units information needed to respond to inquiries

- Prepare written replies using forms and form letters

- Records resolution of inquiries in the tracking system and creates streamlined responses for frequently asked questions or vendor matters

- Identify, investigate, and report compliance issues to the Office of the General Counsel

- Work in collaboration with other DYCD units to improve operational efficiency

- Perform other related functions and assignments as required

- Answer telephone, mail, email and in-person inquiries in a timely manner