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Job Description

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City.

The Bureau of Water Supply seeks to hire a Customer Information Representative I for a position with Watershed Recreation Program, Watershed Lands and Community Planning Division within in the Source Water Protection Directorate, located in Kingston, New York.

DEP’s Watershed Recreation Program oversees the recreational uses of over 140,000 acres of City-owned watershed lands and water supply reservoirs. This program supports and facilitates low-impact recreation of hunting, fishing, non-motorized boating, and hiking by the general public, including the issuance of permits to more than 110,000 active Access Permits holders and nearly 10,000 boaters.

Under supervision, of the Recreation Program Supervisor, the Customer Information Representative I will serve as Permit Specialist and will work within DEP’s Access Permit Office (APO) to facilitate the issuance, renewal, and replacement of both DEP Access Permits and DEP Boat Tags to recreational users and members of the public. Specific duties include:

- Providing customer service support to recreational users and members of the public via traditional mail, email, and a toll-free phone line by answering questions related to recreational uses of City-owned lands and related DEP permitting requirements.

- Assisting the public with questions about recreation by directly answering their questions, referring them to appropriate DEP staff or other agencies, or sharing resources such as forms, websites, or guidance documents.

- Intaking, researching, resolving and suggesting remedies for both common and more complex issues experienced by the public when applying for or renewing access permits or boat tags; responding to more complex technical issues forwarded from other APO staff/interns.

- Performing tasks associated with processing, issuing, and tracking/managing DEP Access Permits and DEP Boat Tags, including reviewing and processing new applications, renewals, and transfers.

- Assisting the supervisor with the expired boat tag renewal process, which may include sending emails, initiating automatic phone notifications, and processing mailings.

- Utilizing a customized customer management database to track and record information related to access permits and boat tags.

- Assisting with the printing for signature and mailing of Access Permit suspension, appeal, reinstatement, and related letters and tracks suspension periods and updates Watershed Lands Information System (WaLIS) accordingly to ensure good record keeping.

- Serving as APO group leader/expert. Training, advising and aiding staff in using information technology systems to obtain information to respond to issues, maintain tracking systems, and recall information on the status of service requests.

- Performing various administrative office tasks for the DEP Recreational Program, such as filing, record-keeping, data entry, printing and mailing letters and/or permits, answering phone and email inquiries, and researching returned mail.

- Attending DEP outreach planning meetings and occasionally participates in outreach activities such as family fishing days and tabling events.

(This is a brief description of what you might do in this position and does not include all the duties of this position.)

Some of the physical activities performed by Customer Information Representatives and environmental conditions experienced are: standing for extended periods at an information desk; sitting for extended periods of time with a headset on while monitoring one or two 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.

Special Working Conditions: Customer Information Representatives may be required to work various shifts including nights, Saturdays, Sundays, and holidays

Preferred Skills:

- Knowledge and proficient use of Microsoft Office products such as Outlook, Word and Excel

- Familiarity or experience with DEP’s Watershed Lands Information System (WaLIS)

- Willingness to learn other necessary applications.

- Ability to accurately intake information and update a database system while fielding calls and emails from the public.

- Ability to understand recreational rules and policies and provide guidance to the public when issuing permits.

- Ability to field questions from the public, providing answers or directing them to appropriate DEP staff.

- Ability to work well with others and communicate well with diverse constituents.

- Strong customer service skills.

- Excellent communication skills, both written and verbal.

- Strong interpersonal skills and ability to get along with others in a team setting.

- Records management and organization skills.

- Critical thinking and problem-solving skills.

Hours/Shift:

35 Hours per week / May be required to work shifts including nights, Saturdays, Sundays, and holidays.

Work Location:

71 Smith Street

Kingston, NY 12401

Kingston is a City in Ulster County, New York approximately 90 miles north of New York City.

CUSTOMER INFORMATION REP - 60888

Qualifications

1. A baccalaureate degree from an accredited college or university; or

2. 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

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or

4. 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.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Salary Min: $ 43,477.00

Salary Max: $ 70,085.00