Customer Service Case Navigator, Bureau of Vital Statistics

Job description

Job Description The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, spontaneous and induced terminations of pregnancy in NYC. The bureau issues, analyzes and reports on 285,000 vital events each year. The bureau is a very large customer service operation, providing death certification services on a 24/7 basis, issuing more than 900,000 certified copies of birth and death records, and fulfilling hundreds of data requests annually. DUTIES WILL INCLUDE BUT NOT BE LIMITED TO: - Provide high quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability. Ensure that staff provide high quality customer support in adherence to these principles. - Work with PSO director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement. Characterize the current work process and propose changes for improving the process, using data to support changes. - Examine, process and issue vital records that requested in person, online or by mail, as assigned. This includes birth and death certificates, letters of exemplification, no record...