Customer Support Operations Coordinator

Position Type

Administrative and Central Office

Office Title/Functional Title

Customer Support Operations Coordinator, BERS - 26506

Civil Service Title

Community Coordinator

Level

N/A

Division/Office

Board of Education Retirement System

Borough

Manhattan

Posting End Date

06/10/2026

Position Summary: Under the direction of the Director and Deputy Director of Member Communications, with great latitude for the exercise of independent initiative, the Customer Support Operations Coordinator will oversee and assist with the day to day operations of the BERS Call Center that provides information, support, and problem resolution to the public. The Customer Support Operations Coordinator ensures high quality service delivery, coordinates community facing communication efforts, and supports staff in meeting performance and compliance standards. The role involves significant interaction with community members, partner organizations, and internal units to resolve issues and improve service outcomes. Perform related work.

Reports to: Director of Member Communications, Deputy Director of Member Communications

Direct Reports: Customer Information Representatives, Associate Retirement Benefits Examiners, Clerical Associates

Key Relationships : BERS Staff, Prospective, Active, and Retired Members of BERS, and agency stakeholders.

Responsibilities

• Serve as a liaison between the call center, community partners, and internal program areas to resolve service issues and improve communication.
• Identify trends in community needs and escalate systemic issues to program leadership.
• Support outreach initiatives by coordinating messaging, preparing informational materials, and ensuring staff are trained on new programs or policy updates.

• Coordinate responses to community concerns received through the call center, ensuring timely follow up and resolution.
• Maintain documentation of cases, trends, and outcomes to support data driven decision making.
• Work with agency leadership to address recurring service barriers and improve public access to services.

• Supervise a team of call center representatives, including scheduling, workload distribution, and real time performance monitoring.
• Ensure callers receive accurate information, timely assistance, and appropriate referrals to agency programs and community resources.
• Oversee escalation protocols and personally handle complex or sensitive cases requiring higher level intervention.
• Monitor call quality, service levels, and adherence to agency policies and customer service standards.
• Provide ongoing coaching, mentoring, and performance feedback to call center representatives.
• Conduct training sessions on customer service techniques, program updates, and call handling procedures.
• Participate in hiring, onboarding, and evaluating staff performance.
• Track and analyze call center metrics, including call volume, wait times, resolution rates, and customer satisfaction indicators.
• Prepare regular reports for management and contribute to program improvement recommendations.
• Assist in developing and implementing operational procedures, scripts, and quality assurance tools.

Qualification Requirements

Minimum

• A baccalaureate degree from an accredited college and two (2) years of experience in community work or community centered activities in an area related to the duties described above; or

• High school graduation or equivalent and six (6) years of experience in community work or community centered activities in an area related to the duties as described above; or

• Education and/or experience which is equivalent to “1” or “2” above. However, all candidates must have at least one (1) year of experience as described in “1” above.

Plus

In addition to meeting the minimum requirements, individuals must have two additional years of relevant work experience.

Preferred

• Microsoft Office 365 applications.
• Excellent communication and presentation skills.
• Ability to collaborate closely with all levels of staff.
• Organizational and time management skills for meeting deadlines in a fast paced environment.
• Bilingual.

Salary : $72,114 - $90,000

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)

Please include a resume and cover letter with your application. NOTE: The filling of all positions is subject to budget availability and/or grant funding.

* New York City Residency is NOT Required * We encourage all applicants from the New York City tri-state area to apply.

AN EQUAL OPPORTUNITY EMPLOYER

DOE Non- Discrimination Policy

The Department of Education of 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 upon any legally protected status or protected characteristic, including but not limited to an individual's actual or perceived sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or pregnancy. For more information, please refer to the DOE Non-Discrimination Policy.

REQUESTING AN ACCOMMODATION - APPLICANTS

Any prospective employee (applicant) who is a qualified individual with a disability may request a reasonable accommodation to assist in the application process. If an applicant for employment believes that they have a qualifying disability and are in need of a reasonable accommodation in order to participate in the application process on an equal basis as applicants who do not have a disability, they should request an accommodation with their interview team or contact ODA by emailing [email protected]. The determination of the accommodation request will be communicated to the applicant in writing.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.