Job description

Location: Financial District, Lower Manhattan, NY

Hours: Full time 9:00am to 5:00pm

Duties include:

  • Interacting with customers to provide information in response to inquiries about products and services and to handle and resolve complaints
  • Reviewing, analyzing and verifying information associated with account requests and various filings
  • Communicating with stakeholders using various platforms such as email, phone and screen sharing
  • Troubleshooting issues by utilizing materials, research, creative thinking and problem-solving skills
  • Determining when issues should be referred to peers or other units and/or escalated to managers
  • Recording user interaction and categorical data in designated customer services platforms, e.g. JIRA
  • Proposing updates to user resources for systems such as PASSPort and HHS Accelerator
  • Maintaining ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management
  • Participating in special projects, as assigned
  • Meeting deadlines and working independently while paying close attention to details
  • Establishing relationships quickly and maximizing positive team dynamics
  • Accurately and consistently documenting data on stakeholder experience and escalating critical issues
  • Analyzing data and summarizing research to support ongoing improvement in operations and service
  • Educating stakeholders about various procurement and government operations topics and tools; and
  • Engaging and supporting stakeholders through all phases of procurement and change

What you need to have

  • Understands issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc
  • Communicates succinctly and effectively both verbally and in writing
  • Able to distill complex material, present information and make actionable recommendations
  • Excellent customer service skills required
Prior experience & qualifications
  • Must have reliable computer/monitor and/or laptop AND phone to engage in requested work via remote/telework
  • High school diploma or GED
  • 4 or more years of related experience required
This opportunity requires fluency in English