Dir, Cust Service & Relations

Director Of Customer Service & Relations

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 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. Reporting to the Assistant Commissioner of the Property Exemptions Office, duties and 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 conventional mail.

-Collaborate with other Property Units and other Agency Divisions to ensure delivery of optimal levels of customer service & relations within the division.

-Manage the information flow from Property Division to ensure up-to-date 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 service excellence.

-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; monitoring and analyzing results; implementing changes; conveying the Units areas of opportunity to senior management, providing recommendations.

-Work closely with the agency's service providers, such as IT, Facilities, and other principals to develop and enhance the CSR unit's systems and infrastructure to be consistent with the agency's objectives.

-Maintain data integrity of all customer information.

-Provide reporting data on metrics 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 are to develop strong relationships with stakeholders, such as but not limited to Community Advocacy Groups, the External Affairs division and Press Office, the Mayor's Office, Borough representatives who encourage constituents to participate in these property tax exemption programs.

-Other duties and special projects as assigned; attend outreach events when requested.

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. ADMINISTRATIVE STAFF ANALYST - 1002E

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.