Exemptions Cust Service Sup - job 1 of 2

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER IF YOU ARE A PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATE.

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.

DOF’s Property Exemptions Administration (PEA) oversees and executes property tax benefits for a diverse array of entities and individuals. PEA’s core responsibilities encompass the examination, processing, and management of applications for exemptions and abatements. These benefits extend to commercial and industrial properties, residential multi-family construction, new one- to two-family construction, government entities, and non-profits, as well as renters and homeowners, including members of the clergy, seniors, people with disabilities, and veterans. PEA is committed to ensuring the accessibility of property tax benefits for all eligible constituents.

The Property Exemptions Administration (PEA) Office's Customer Service/PEA-CAP Unit is seeking an Exemptions Customer Service Supervisor who is reliable, highly organized, and result-oriented. The selected candidate will supervise a team responsible for responding to inquiries related to Commercial Property Taxes Exemptions & Abatements, Senior & Disabled Homeowners & Renters Programs and Homeowner Property Tax Benefits Programs.

Specific responsibilities of the position will include, but are not limited to:

-Supervise staff engaged in customer contact in Walk-in Centers, Contact Service Center, responding to correspondence and emails from PEA Programs' applicants, participants and their representatives.
-Ensure staff is trained in all aspects of the property tax exemption and abatement programs for which they are providing customer service.
-Provide ongoing training/coaching to maintain a high level of customer service and to continue to meet agreed upon service level agreements; assist in the formulation of targets for individual staff and CS Unit teams.
-Answer questions from staff and provide guidance and feedback; anticipate escalations and take over customer interactions when needed.
-Monitor and review related CS forms and supporting materials and assist in the development of new versions when appropriate.
-Develop "scripts" and update information used to inform and assist customers.
-Provide reporting metrics on productivity and staff performance of direct reports.
-Using agency's Property Tax System (PTS and other proprietary databases to research complex exemption cases and make recommendations to superiors.
-Measure performance with key metrics such as call abandonment, call duration, average wait time, median transaction time, and days to respond, etc.
-Prepare scheduled reporting results and performance reports.
-Work with Unit Management to analyze customer service feedback and improve key performance indicators.
-Be available for overtime, special projects and last-minute priority requests when needed.
-Participating in outreach events when required.

Additional Information:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

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.