Customer Service Case Navigator
$55,105–$63,371 year
On-site · New York City, New York, United States
Job Summary
Provide high quality customer support in a large NYC public health department, serving as a Customer Service Case Navigator within the Public Service Operations Unit. Duties include processing vital records requests (birth/death certificates, letters of exemplification, no record statements, pre-adoption certificates, agency requests, subpoenas, and Acknowledgements of Parentage), guiding customers with clear next steps, approving applications as Deputy City Registrar, reviewing financial reconciliations, managing secure paper usage, testing IT system fixes, creating tickets for IT issues, delivering frontline customer support in-person, and participating in monthly case reviews and continuity-of-operations activities to support NYC Health Department operations. Emphasis on respect, empathy, accountability, process improvement, and adherence to Health Code and agency policies.
Required Qualifications
- 1. 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
- 2. 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; or
- 3. 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; or
- 4. 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 31⁄2 years.
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