Exemptions Customer Service Representative

Important Note:

Only Candidates Who Have a Permanent Principal

ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE, ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE EXAM NO. 1128 OR ARE PERMANENT IN A COMPARABLE CIVIL SERVICE TITLE ELIGIBLE FOR A 6.1.9 TITLE CHANGE MAY BE CONSIDERED FOR AN INTERIVIEW.

Please Include Your Employee Identification Number

(EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE OR INDICATE YOUR LIST NO.

For Exam

NO.

• 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) 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.

PEA is seeking a highly motivated, highly organized and detail-oriented individual, to serve as Exemptions Customer Service Representative. Reporting to the Exemptions Customer Service Manager, duties and responsibilities will include, but are not limited to:

• Review, research and respond to inquiries submitted via 311, e-mail, telephone and written correspondence.
• Provide assistance to applicants, their representatives, advocates, property owners, managing agents and all constituents who visit the Assistance Centers including facilitating Language Line for non-English translations and other Assistance Center Coverage needs.
• Respond to inquiries and provide information to program applicants, their representatives, advocates, elected officials, landlords, building & property owners or managing agents.
• Track and report on productivity data.
• Utilize/navigate computer applications, internal and external databases.
• Interact with Property and other division staff to resolve inquiries.
• Work with the Supervisor to collect and analyze customer service data (i.e. feedback from customer surveys, language line usage reports, etc).
• Build and maintain a positive, collaborative working relationship with unit supervisors, divisions, agency management and support staff throughout the agency and with other City agencies.
• Perform special or ad-hoc projects and related tasks.

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.

Minimum Qualifications

• 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
• 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
• 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;
• 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.

Preferred Skills

• Experience in, and a proven commitment to, customer service.
• Demonstrated ability to work independently and ability to multi-task.
• Ability to work productively under pressure.
• Excellent written, verbal and interpersonal skills.
• Strong computer skills including but not limited to MS Office Suite
• Word, Excel, Access, and PowerPoint.
• Bilingual in any language and/or Sign Language Interpretation is a plus.

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.