Customer Information Representative

Customer Information Representatives provide customer service utilizing computer databases and information technology to access information required for responses, and oversee customer service work; record, track, respond to, and resolve telephone, email and/or walk-in inquiries in an agency customer service center, agency help desk, or other agency customer service unit; provide information, record complaints and requests, and conduct research to resolve problems; forward unresolved matters to appropriate staff and offices for further action; enter customer information and inquiries into a computer tracking system; perform related clerical administrative tasks and computer support work. All Customer Information Representatives perform related work.
Special Working Conditions:
Customer Information Representatives may be required to work various shifts including nights, Saturdays, Sundays, and holidays. 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. (This is a brief description of what you might do in this position and does not include all the duties of this position.)

How To Qualify:
You may be given the test before we verify your qualifications. It is your responsibility to ensure that you meet the education and experience requirements for the examination before submitting your application. If you are deemed "Not Qualified," your application fee will not be refunded and you will not receive an Admission Notice or score. As per Section 54(2) of the Civil Service Law, the education requirement needed to qualify must be met by October 27th, 2027. The experience requirement needed to qualify must be met by the last day of the Application Period (October 27, 2026).

Education And Experience Requirements:
1. A baccalaureate degree from an accredited college or university; or
2. An associate degree or 60 semester credits from an accredited college or university and one year 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 two 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 60 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. The high school diploma or its educational equivalent must be approved by a State's Department of Education or a recognized accrediting organization. The college or university must be accredited by regional, national, professional, or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA). If you were educated outside the United States, you must have your foreign education evaluated to determine its equivalence to education obtained in the United States. This is required only if you need credit for your foreign education in this examination. For more information see the Foreign Education Evaluation Guide in the Required Information section. During the Education and Experience Exam (EEE), you will get instructions on converting part-time experience to the full-time equivalent. You must final submit your Education and Experience Exam in OASys by midnight Eastern time on the last day of the Application Period, and once you Final Submit, no changes can be made. Failure to click Final Submit by the deadline will result in an incomplete application, and you will not receive a score or a refund of the application fee.
Residency Requirement Advisory:
Under New York City Administrative Code Section 12-120, you might need to be a resident of the City of New York within 90 days of the date you are appointed to this position. Since residency requirements vary by title, appointing agency and length of service, consult the appointing agency's personnel office at the time of the appointment interview to find out if City residency is required.
English Requirement:
You must be able to understand and be understood in English.
Proof of Identity:
Under the Immigration Reform and Control Act of 1986, you must be able to prove your identity and your right to obtain employment in the United States prior to employment with an agency under the jurisdiction of the Commissioner, Department of Citywide Administrative Serv

The multiple-choice test will be given at a computer terminal. Your score on this test will be used to determine your place on an eligible list. You must achieve a score of at least 70% to pass the test. The multiple-choice test is designed to assess the extent to which candidates have certain abilities determined to be important to the performance of the tasks of a Customer Information Representative. The test may include questions requiring the use of any of the following abilities: Inductive Reasoning: combining separate pieces of information, or specific answers to problems, to form general rules or conclusions. It involves the ability to think of possible reasons for why things go together. Example: A Customer Information Representative utilizes multiple sources of information from databases when responding to complaints and requests. Written Comprehension: understanding sentences and paragraphs written in English. Example: A Customer Information Representative reads and understands material when conducting research to resolve customer problems. Written Expression: using English words or sentences in writing so that others will understand. Example: A Customer Information Representative may use this ability when entering customer information and inquiries into computer tracking systems, or when performing related clerical administrative tasks. Certain questions may need to be answered on the basis of documents or other information supplied to the candidates on the date of the multiple-choice exam. Skill Requirement: In addition to the multiple-choice test, a computerized qualifying practical test is required to meet the skill requirement. This test will assess your proficiency in navigating a computer system using a computer keyboard and mouse. You will be given a call taking scenario and you will be required to navigate a web-based computer application. In order to pass the practical test, you may be required to do the following within a specified period of time, to be announced on the day of the test: identify the nature of the inquiry from the simulated caller, navigate to the correct web page, access the requested information from the web page, and obtain and enter the correct information from the simulated caller into

the web page. Only passing candidates and those who submitted a timely appeal will be invited to take the computerized qualifying practical test; candidates will be notified by email three weeks before the first date

Under New York City Administrative Code Section 12-120, you might need to be a resident of the City of New York within 90 days of the date you are appointed to this position. Since residency requirements vary by title, appointing agency and length of service, consult the appointing agency's personnel office at the time of the appointment interview to find out if City residency is required.