Customer Service Specialist

IMPORTANT NOTE: CANDIDATES WHO HAVE A PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE OR ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE EXAM NO. 1128 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 OR INDICATE YOUR LIST NO. FOR EXAM 1128.

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 Customer Operations Division has oversight of the Department of Finance Business Centers, City Register’s Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department’s enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.

DOF’s Business Centers, one in each of the five of boroughs, are responsible for communicating amounts due for the processing of tax payments, parking violation payments, and all other charges collected by the department, as well as maintaining quality control of department records and delivering exceptional customer service to individuals seeking information on making payments. The Business Centers issue releases for individuals whose vehicles have been impounded, enroll customers in payment agreements, and help customers prepare for parking ticket hearings.

The Staten Island Business Center is seeking a Customer Service Specialist. Reporting to the Assistant Manager of the Staten Island Business Center, the selected candidate’s duties and responsibilities include, but are not limited to:

- Handle difficult and complex customer service cases.
- Enforce DOF policies and procedures amongst staff and customers.
- Evaluate hardship/moderate payment plans, and place temporary enforcement holds.
- Manage vehicle registration clearances and satisfaction of judgments.
- Resolve cases requiring identification of a misapplied payment, moving a payment from one parcel to another parcel or from one plate to another plate, redistributing over-payments, or dismissing parking tickets administratively.
- Evaluate completed deposit slips of employees daily, making sure that totals for cash and checks are accurate. Verify credit and debit card totals against system amounts. Prepare deposit bags for Garda daily bank drop.
- Distribute initial startup (bank) for cashier at the beginning of their shift and close out the cashier at the end of shift.
- Collect Kiosk revenue. Maintaining daily count logs for revenue collected.
- Prepare weekly summary reports for manager.
- Liaise with the Citywide help desk and other applications to resolve any issues for Cashiers /CSR technical matters.
- Open Business Center at opening time for customers, and close Business Center at the end of the day when all customers have been assisted with their needs.
- As a supervisor in DOF's Business Center Borough Office, provide coverage based on the needs of the business.
- Train newly hired staff and prepare them to work as a Cashier/CSR.
- Coordinate updates of completed staff evaluations and employee conferences. Take Disciplinary actions, maintain employee tardiness calendar.
- Work closely with timekeeping to submit employee timesheets on a weekly basis.
- Verify receipt of EEO materials to employees. Encourage staff attendance at mandatory EEO training programs.
- In the temporary absence of the Assistant Manager, is responsible for the supervision of the office.


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.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124