Customer Service Specialist

NYC Department of Finance; New York (NY); Hybrid; USD 47,000 - 53,000; Full time

Job summary

The Queens Business Center of the NYC Department of Finance is seeking a dedicated, detail-oriented Customer Service Specialist. Reporting to the Business Center Supervisor, the role includes greeting customers, resolving requests, processing parking and real estate agreements, and handling hearings support.

Qualifications include a four-year high school diploma, one year of clerical experience, and a typing speed of 100 keystrokes per minute; strong verbal and written communication; and

Qualifications

• A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
• Typing speed of at least 100 keystrokes per minute.
• Excellent verbal and written communication with ability to remain calm under pressure.

Responsibilities

• Greet customers entering the Business Center and identify their needs.
• Review and resolve moderate to difficult customer requests.
• Issue parking and real estate agreements, process parking adjustments and issue ticket images for hearings.
• Process booted and towed releases.
• Reconcile bank deposits for cash and credit card payments.
• Handle and research property-related issues and payments for taxpayers; process adjustments for parking tickets.
• Collect and analyze performance metrics for all five Business Centers and prepare reports for management.
• Provide customer service assistance in all Finance Borough Offices, including overtime as needed.
• Assist supervision of staff performing clerical activities and support Business Center managers.

Skills

Typing 100 wpm

Excellent verbal and written comms

Calm under pressure

Customer service

Education

High school diploma or equivalent

Tools

STARS system

Property Tax System (PTS)

Job description

IMPORTANT NOTE: CANDIDATES MUST BE PERMANENT IN THE CLERICAL ASSOCIATE CIVIL SERVICE TITLE.

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 Queens Business Center is seeking a dedicated, detail-oriented Customer Service Specialist. Reporting to the Business Center Supervisor, the selected candidate’s duties and responsibilities will include but not be limited to the following:

• Greeting customers entering the Business Center and identifying their needs.


• Reviewing and resolving moderate to difficult customer requests.


• Issue parking and real estate agreements, process parking adjustments and issue parking/camera violation ticket images and set-up the customers for hearings.


• Process booted and towed releases.


• Reconcile bank deposits for cash and credit card payments.


• Handle and research property related issues and payments for taxpayers, process adjustments for parking tickets.


• Collect and analyze performance metrics for all five Business Centers and prepare weekly and monthly reports for submission to management.


• Provide customer service assistance in all Finance Borough Offices, working overtime as necessary.


• Assist with supervising staff responsible for performing clerical activities.


• Assist Business Center managers when necessary.


• Special Projects as needed. Assist Business Center managers as needed.

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.

CLERICAL ASSOCIATE - 10251

Minimum Qualifications

Qualification Requirements

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Skills Requirement

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Preferred Skills

• Excellent verbal and written communication. - Ability to remain calm and work under pressure. - Knowledge of STARS system. - Working knowledge of Property Tax System (PTS).

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.

$46,503.00 – $53,479.00