Customer Service Representative/Administrative Assistant

New York City Fire Department; New York (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

Join a leading agency as a Customer Service Representative, where you will play a crucial role in assisting property owners with housing incentive benefits. You'll respond to inquiries, manage communications, and gain expertise in housing policies to support the community effectively. This position offers a chance to impact housing compliance and stability in New York City.

Qualifications

• Two years of community work experience or six years with a high school diploma.
• Proficiency in housing incentive policies.

Responsibilities

• Respond to inquiries via in person, phone, or email.
• Track and update application and compliance status using HPDInfo.
• Provide technical assistance regarding program requirements.

Skills

Customer Service

Communication

Technical Assistance

Education

Baccalaureate degree

High school diploma

Job description

About The Agency

The New York City Department of Housing Preservation Development (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city's neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

• We maintain building and resident safety and health
• We create opportunities for New Yorkers through housing affordability
• We engage New Yorkers to build and sustain neighborhood strength and diversity.

HPD is entrusted with fulfilling these objectives through the goals and strategies of "Housing Our Neighbors: A Blueprint for Housing and Homelessness," Mayor Adams' comprehensive housing framework. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion — the largest in the city's history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy to tackle New York City's complex housing crisis by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and fostering equitable growth.

Your Team

The Office of Development leads the agency's effort to develop affordable housing, through new construction and preservation of existing affordable housing. The Division of Housing Incentives offers tax incentives, tax credits, and zoning bonuses to facilitate affordable housing development and preservation.

The Division of Housing Incentives comprises four units:

• Compliance & Enforcement
• Tax Incentives
• Tax Credits
• Inclusionary Housing

The Compliance & Enforcement (C&E) unit was established in 2017 as a result of a Mayoral mandate to ensure that residential property owners receiving 421-a property tax benefits adhere to laws, regulations, and agreements. C&E is staffed by attorneys, paralegals, analysts, and support staff, led by an Assistant Commissioner.

Your Impact

To date, C&E's efforts have resulted in over 3,000 buildings coming into compliance, directly impacting over 63,000 residential units now rent-stabilized. As a Customer Service Representative, you will assist owners with housing incentive benefits to ensure compliance, benefiting tenants and the community by maintaining rent-stabilized apartments. Your role is vital in helping owners understand housing incentive programs and their obligations.

Your Role

As Customer Service Representative for C&E, your main duties include responding promptly and courteously to the public, tracking inquiries, and providing updates to owners, attorneys, and representatives. You will become proficient in housing incentive policies, including programs like 421-a, J-51, 485-x, 467-m, and Inclusionary Housing, to accurately address inquiries and assist applicants.

Your responsibilities include:

1. Responding to inquiries via in person, phone, or email, supporting housing programs that benefit the community;
2. Managing inquiries received through email;
3. Assisting clients with navigation within the office;
4. Logging and scanning incoming mail;
5. Gaining expertise in housing incentive policies to assist owners and applicants;
6. Providing technical assistance regarding program requirements;
7. Recommending improvements to C&E policies and procedures;
8. Tracking and updating on application and compliance status using HPDInfo;
9. Supporting data entry and document management;
10. Interpreting complex compliance issues for building owners;
11. Supporting senior staff with special projects as needed.

Minimum Qualifications

• Baccalaureate degree and two years of related community work experience; or
• High school diploma and six years of related community work experience; or
• Equivalent education/experience, with at least one year of relevant experience.

Additional Information

Employees may be eligible for federal loan forgiveness programs and state repayment assistance. For details, visit https://studentaid.gov/pslf/. NYC residency is generally required within 90 days of appointment, with exceptions for certain city employees. The City of New York is an equal opportunity employer committed to diversity and inclusion, prohibiting discrimination based on legally protected characteristics.