Dep Dir, Correspondence

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT ADMINISTRATIVE MANAGER 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 ADMINISTRATIVE MANAGER.

The 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 External Affairs Office is responsible for all internal and external agency communications. This includes the press office, social media, the agency editor/speechwriter, correspondence, public outreach, and constituent services.

The External Affairs Division/Correspondence Unit is seeking a candidate to serve as Supervisor for the unit. This unit is at the heart of the agency and is responsible for providing direct customer service to members of the public who contact the New York City Department of Finance with a multitude of inquiries. This role is ideal for a strong writer and communicator who has good managerial and organizational skills.

The unit Supervisor will report directly to the Director of the Correspondence unit and will have latitude for the exercise of independent initiative and judgment that will affect the work unit.

Key Duties And Responsibilities

• Serve as head of the unit when the Correspondence Director is out of the office.
• Manage 311 Service Requests and the Siebel database. Research, analyze and disseminate the requested information to customer/constituents.
• Distribute Siebel cases to unit members. Organize and coordinate with these unit members to make sure all cases assigned to the unit in the Siebel system get closed. Ensure that past due requests get expedited.
• Assist co-workers that are assigned Siebel cases when necessary to ensure that the cases are responded to in an accurate and timely fashion.
• Assign as needed CRM cases to member of the staff.
• Do timesheets for staff reporting directly to the supervisor.
• Do tasks and standards for staff reporting directly to the supervisor.
• Various office management duties.
• Answering emails and hard mail from the public.
• Answering telephone inquiries as needed.
• Working on special projects for the Division of External Affairs, and occasionally meet members of the public one on one.
• Analyzing correspondence trends to help facilitate the creation of standardized responses that will help the unit become faster and more efficient in responding and reduce turnaround time.
• When the Director is out of the office, handle, distribute, assign all hard mail the unit receives.
  
  

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.

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.

ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C

Minimum Qualifications

• 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
• 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
• 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

• 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

• Ability to work independently, prioritize assignments, and multi-task. - Self-motivated, with strong attention to detail. - Experienced in providing customer service to the public. - Proficient in Microsoft Office and agency Computer Information Systems (STARS, PTS, BTCS, 311 Dynamics, CRM, etc.). - Passion for helping people and providing excellent customer service. - Enthusiasm for learning new subjects and then expressing them clearly and succinctly to others. - Ability to speak, read and write proficiently in languages other than English is a plus.
  
  

55a 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 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.