The Fire Department of the City of New York (FDNY) is the largest Fire Department in the United States and universally is recognized as the world's busiest and most highly skilled emergency response agency. The Department's main goal is to provide fire protection, emergency medical care, and other critical public safety services to residents and visitors in the five boroughs. FDNY members are sworn to serve and protect life and property and the Department works to continually educate the public in fire, life safety and disaster preparedness, along with enforcing public safety codes. Since its inception in 1865, FDNY has helped lead efforts to make New York the safest big city in the nation. This accomplishment requires a steadfast and daily commitment to maintaining the Department's core values.

The Fire Department, City of New York (FDNY), seeks 3 (three) full-time Recruitment Customer Service Representatives in the Office of Recruitment & Retention (ORR). Reporting directly to the Call Center Supervisor, the successful candidates will: Provide quality customer service to the general public and FDNY Personnel when handling phone calls. Inform applicants and candidates about Recruitment and Agency events, programs and updates pertaining to the FDNY application process. Provide accurate information regarding Attrition Mitigation programs which include - Candidate Physical Ability Test Training Program (CPAT), Firefighter Candidate Mentorship Program (FFCMP), Fitness Awareness Program (FAP), FDNY Mobile Academy (FMA), Physical Agility Test Prep Program (PATPP) and Physical Agility Test (PAT). Accurately qualify the outcome of phone calls during phone campaigns. Update panelist records within the Automated Recruitment Communication System (ARCS) to reflect the most up to date Applicant and Candidate contact information. Responsible for testing ARCS and phone scripts prior to going "live" with phone campaigns. Report and document issues and/or system errors within ARCS. Answer all incoming calls on ORR's information line (718-999-FDNY) that relates to applying for job opportunities and registering Applicants and Candidates for events and Attrition Mitigation programs. Perform all data entry of Expression of Interest (EOI) forms that derive from ORR daily events and programs. Reconcile attendance and survey responses in ARCS. Provide administrative support as needed for Attrition Mitigation programs and Recruitment events as required by FDNY Executive Staff and as mandated by the Court Monitor.

COMMUNITY ASSOCIATE - 56057

Minimum Qualifications

Qualification Requirements

High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
Education and/or experience which is equivalent to "1" above.

Preferred Skills

Excellent written and verbal communication skills. Strong phone contact handling skills and active listening. Ability to remain professional and courteous with customers (internal and external) at all times. Ability to thrive in a fast-paced environment. Ability to multi-task, prioritize and manage time effectively. Proficient in Microsoft Office (Outlook, Word and Excel), with an ability to become familiar with Agency and Unit specific programs and software. Prove experience in a Recruitment office is preferred.

55a Program

NOTE: This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

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 based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

New York City Fire Department

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Recruitment Customer Service Representative