Director of Customer Service Job at NYC DEPARTMENT OF FINANCE
NYC DEPARTMENT OF FINANCE Manhattan, NY
$89,162 - $125,000 a year
SPECIAL NOTE: CANDIDATES WITH A PERMANENT ADMINISTRATIVE MANAGER OR COMPARABLE CIVIL SERVICE TITLE WITH SIMILAR DUTIES/RESPONSIBILITES ARE ENCOURAGED TO APPLY. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE.
NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.
The Property Exemptions Administration (PEA) reviews, processes, and manages the applications for all exemptions and abatements awarded to commercial and industrial properties, residential multi-family construction, new one- to two-family construction, government entities and non-profits, homeowners, and senior and disabled renters.
The Property Exemptions Administration (PEA) Office is seeking a Director of Customer Service & Relations to lead PEA's Customer Service & Relations (CSR) Unit. The Director will manage a team of customer service professionals responsible for helping property tax benefits applicants, recipients, and customers with tax mapping inquiries. Responsibilities include but are not limited to:
NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.
The Property Exemptions Administration (PEA) reviews, processes, and manages the applications for all exemptions and abatements awarded to commercial and industrial properties, residential multi-family construction, new one- to two-family construction, government entities and non-profits, homeowners, and senior and disabled renters.
The Property Exemptions Administration (PEA) Office is seeking a Director of Customer Service & Relations to lead PEA's Customer Service & Relations (CSR) Unit. The Director will manage a team of customer service professionals responsible for helping property tax benefits applicants, recipients, and customers with tax mapping inquiries. Responsibilities include but are not limited to:
- Direct all aspects of a growing CSR Unit, which includes streamlining the recently absorbed tax mapping customer service, customer noticing, and the intake and administration of
- Collaborate with other Property Units and other Agency Divisions to ensure delivery of optimal levels of the customer service & relations within the division.
- Manage the information flow from Property Division to ensure up to date/real time information is available to customers.
- Ensure visibility and accountability of end-to-end service delivery to Property customers according to an agreed upon set of key performance indicators that always promotes customer
- Working with management with the intention of permanent expansion of the unit to other boroughs, adding other program types, including Commercial Exemptions.
- Represent Property Division, as a customer service leader to the agency's 3-1-1 liaison and when called upon, to internal and external stakeholders.
- Improve customer service and relations results by studying, evaluating, and re-designing processes; implementing best practices, establishing, and communicating service metrics;
- Work closely with the agency's service providers, such as the IT, Facilities, and other principals to develop and enhance the CSR Unit's systems and infrastructure to be consistent with the
- Maintain data integrity of all customer information.
- Provide reporting metrics data and develop new ways to enhance reporting to management about the Unit's initiatives and challenges.
- Confirm and ensure appropriate annual contracts are maintained with Unit's vendors, including translations /language line services and call contact center services and products.
- Work with a team whose day-to-day responsibilities is to develop strong relationships with stakeholders, such as but not limited to Community Advocacy Groups, the Agency's External Affairs
- Other duties and special projects as assigned; attend outreach events when requested.
Minimum Qual Requirements
1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. A four-year high school diploma or its educational equivalent and six years of
satisfactory, full-time progressively responsible experience as described in "1"
above, 18 months of which must have been in an administrative, managerial,
executive or supervisory capacity. The supervisory work must have been in the
supervision of staff performing clerical/administrative work of more than
moderate difficulty; or
4. Education and/or experience equivalent to "1", "2" or "3" above. However, all
candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above
the high school level may be substituted for the general clerical/administrative
experience (but not for the administrative, managerial, executive or supervisory
experience described in "1", "2" or "3" above) at a rate of 30 semester credits
from an accredited college for 6 months of experience up to a maximum of 3½
years.
2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. A four-year high school diploma or its educational equivalent and six years of
satisfactory, full-time progressively responsible experience as described in "1"
above, 18 months of which must have been in an administrative, managerial,
executive or supervisory capacity. The supervisory work must have been in the
supervision of staff performing clerical/administrative work of more than
moderate difficulty; or
4. Education and/or experience equivalent to "1", "2" or "3" above. However, all
candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above
the high school level may be substituted for the general clerical/administrative
experience (but not for the administrative, managerial, executive or supervisory
experience described in "1", "2" or "3" above) at a rate of 30 semester credits
from an accredited college for 6 months of experience up to a maximum of 3½
years.
Preferred Skills
- At least seven years of customer service experience
- Analytical and quantitative skills; ability to solve problems creatively
- Experience establishing goals and leading a team of twenty or more to positive outcomes; must be able to motivate staff and maintain positive work morale
- Experience using customer service products such as Presidio, Calabrio, E-gain, Q-matic, Customer Relationship Management (CRM), and Egain for reporting and data management
- Excellent customer service skills in dealing with customers in-person, on the telephone and via email or written correspondence; ability to solve urgent public facing situations with composure
- Proficiency in MS Word, Excel, Access, and PowerPoint
- Experience with independent writing of management-level weekly reports, presenting at Commissioner-level meetings on a regular basis; be able to communicate clearly and effectively and
- Must be able to prioritize tasks, meet deadlines without compromising the integrity of the work/products/services
- Knowledge of property tax benefits is a plus
To Apply
Click the "Apply Now" button.
While we appreciate every applicant's interest, only those under consideration will be contacted.
While we appreciate every applicant's interest, only those under consideration will be contacted.
55-a Program
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 Svc 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 StudentAid.gov/PSLF.
Hours/Shift
Unless otherwise indicated, all positions require a five-day workweek.
Work Location
66 John Street, New York, NY 10038
(Current location but could be subject to change)
(Current location but could be subject to change)
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.
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