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. 
