Customer Service Manager

, NY, United States

Proof of Education according to the education requirements of the civil service title

Proof of Address/NYC Residency dated within the last 60 days, such as: Recent Utility Bill (i.e., telephone, Cable, Mobile Phone)

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

A four-year high school diploma or its educational equivalent and six years of

Education and/or experience equivalent to "1", "2" or "3" above

candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above

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

Excellent communication skills-both verbal and written

Excellent interpersonal skills: ability to work with people of varying backgrounds

55a Program

New York City residency is generally required within 90 days of appointment

Responsibilities Operators in need of assistance to open new establishments, to re-open establishments that have been ordered closed by the Department, obtain clarification of various rules, regulations, laws, and inspection results

Failure to fill this position will have a negative impact on the Bureau’s ability to provide adequate administrative support as inquires to the Customer Services Unit may not be addressed in a timely manner, which will be detrimental to the Department’s goal of providing excellent customer service to the public

Supervise a team comprising of one Clerical Associate, Level IV and one Customer Information Representative

Assign work to subordinates taking into consideration their skills set and set deadlines for completion in accordance with Bureau’s standards

Serve customers by providing correct information and resolving issues in a timely manner

Maintain Call Center Database ensuring that data is entered within prescribed time frame, and perform quality assurance checks of data maintained

Process 10-Day Letters, updating FACTs II with such information, and ensuring that letters are mailed out in a timely manner

Research and update permit, inspection and closing information by viewing FACTS II (FSE database), Enterprise Licensing System (Accela) and other databases

Schedules Pre-operational inspections, verifying ownerships, updating Call Center Database, and bring to the attention of supervisor any arising issues

Process Mail -Out Notices of Violations (NOVs), send the Office of Administrative Trials and Hearings, and the Assistant Commissioner notification that NOV was mailed out

Prepare statistical reports for review by Senior Leadership on data collected by the Customer Service Unit

Assist the HR Unit with recruitment activities as needed

Perform other technical administrative tasks and special projects as required

Qualifications Proof of Education according to the education requirements of the civil service title

Proof of Address/NYC Residency dated within the last 60 days, such as: Recent Utility Bill (i.e., telephone, Cable, Mobile Phone)

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

A four-year high school diploma or its educational equivalent and six years of

Education and/or experience equivalent to "1", "2" or "3" above

candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above

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

Excellent communication skills-both verbal and written

Excellent interpersonal skills: ability to work with people of varying backgrounds

55a Program

New York City residency is generally required within 90 days of appointment

Responsibilities Operators in need of assistance to open new establishments, to re-open establishments that have been ordered closed by the Department, obtain clarification of various rules, regulations, laws, and inspection results

Failure to fill this position will have a negative impact on the Bureau’s ability to provide adequate administrative support as inquires to the Customer Services Unit may not be addressed in a timely manner, which will be detrimental to the Department’s goal of providing excellent customer service to the public

Supervise a team comprising of one Clerical Associate, Level IV and one Customer Information Representative

Assign work to subordinates taking into consideration their skills set and set deadlines for completion in accordance with Bureau’s standards

Serve customers by providing correct information and resolving issues in a timely manner

Maintain Call Center Database ensuring that data is entered within prescribed time frame, and perform quality assurance checks of data maintained

Process 10-Day Letters, updating FACTs II with such information, and ensuring that letters are mailed out in a timely manner

Research and update permit, inspection and closing information by viewing FACTS II (FSE database), Enterprise Licensing System (Accela) and other databases

Schedules Pre-operational inspections, verifying ownerships, updating Call Center Database, and bring to the attention of supervisor any arising issues

Process Mail -Out Notices of Violations (NOVs), send the Office of Administrative Trials and Hearings, and the Assistant Commissioner notification that NOV was mailed out

Prepare statistical reports for review by Senior Leadership on data collected by the Customer Service Unit

Assist the HR Unit with recruitment activities as needed

Perform other technical administrative tasks and special projects as required

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST OF ADMINISTRATIVE MANAGER EXAM NO. 1552 ARE ELIGIBLE TO APPLY.

Established in 1805, the New York City Department of Health and Mental Hygiene (the NYC Health Department) is the oldest and largest health department in the country. Our mission is to protect and improve the health of all New Yorkers, in... service of a vision of a city in which all New Yorkers can realize their full health potential, regardless of who they are, how old they are, where they are from, or where they live.

As a world-renowned public health agency with a history of building transformative public health programming and infrastructure, innovating in science and scholarship to advance public health knowledge, and responding to urgent public health crises from New York City’s yellow fever outbreak in 1822, to the COVID-19 pandemic we are a hub for public health innovation, expertise, and programs, and services. We serve as the population health strategist, and policy, and planning authority for the City of New York, while also having a vast impact on national and international public policy, including programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and racial and social justice work, among others.

Our Agency’s five strategic priorities, building off a recently-completed strategic planning process emerging from the COVID-19 emergency, are:

1) To re-envision how the Health Department prepares for and responds to health emergencies, with a focus on building a “response-ready” organization, with faster decision-making, transparent public communications, and stronger surveillance and bridges to healthcare systems 2) Address and prevent chronic and diet-related disease, including addressing rising rates of childhood obesity and the impact of diabetes, and transforming our food systems to improve nutrition and enhance access to healthy foods

3) Address the second pandemic of mental illness including: reducing overdose deaths, strengthening our youth mental health systems, and supporting people with serious mental illness

4) Reduce black maternal mortality and make New York a model city for women’s health

5) Mobilize against and combat the health impacts of climate change

Our 7,000-plus team members bring extraordinary diversity to the work of public health. True to our value of equity as a foundational element of all of our work, and a critical foundation to achieving population health impact in New York City, the NYC Health Department has been a leader in recognizing and dismantling racism’s impacts on the health of New Yorkers and beyond. In 2021, the NYC Board of Health declared racism as a public health crisis. With commitment to advance anti-racist public health practices that dismantle systems that perpetuate inequitable power, opportunity and access, the NYC Health Department continues to work in and with communities and community organizations to increase their access to health services and decrease avoidable health outcomes.

The Bureau of Food Safety and Community Sanitation (BFSCS) protect the public, including New York's most vulnerable citizens from a broad range of hazards that may pose a threat to health or safety. This includes hazards related to food safety wherever meals are served to the public, including restaurants, school cafeterias, mobile food vending carts, senior centers and soup kitchens, first-hand and second-hand smoke for all places of employment and public spaces. BFSCS also monitors compliance with regulations in other facilities, such as tattoo parlors, correctional facility, and homeless shelters. Additionally, BFSCS investigates environmental health complaints received from New York City residents.

We are looking to hire an Administrative Manager (NM) I, who will function as the Customer Service Manager of BFSCS’ Customer Service Unit, which provides vital services to Food Service Establishments Operators throughout the five boroughs. Operators in need of assistance to open new establishments, to re-open establishments that have been ordered closed by the Department, obtain clarification of various rules, regulations, laws, and inspection results. Failure to fill this position will have a negative impact on the Bureau’s ability to provide adequate administrative support as inquires to the Customer Services Unit may not be addressed in a timely manner, which will be detrimental to the Department’s goal of providing excellent customer service to the public.

Duties will include but not be limited to:

- Supervise a team comprising of one Clerical Associate, Level IV and one Customer Information Representative.

- Assign work to subordinates taking into consideration their skills set and set deadlines for completion in accordance with Bureau’s standards.

- Serve customers by providing correct information and resolving issues in a timely manner.

- Maintain Call Center Database ensuring that data is entered within prescribed time frame, and perform quality assurance checks of data maintained.

- Process 10-Day Letters, updating FACTs II with such information, and ensuring that letters are mailed out in a timely manner.

- Research and update permit, inspection and closing information by viewing FACTS II (FSE database), Enterprise Licensing System (Accela) and other databases.

- Schedules Pre-operational inspections, verifying ownerships, updating Call Center Database, and bring to the attention of supervisor any arising issues.

- Process Mail -Out Notices of Violations (NOVs), send the Office of Administrative Trials and Hearings, and the Assistant Commissioner notification that NOV was mailed out.

- Prepare statistical reports for review by Senior Leadership on data collected by the Customer Service Unit.

- Assist the HR Unit with recruitment activities as needed.

- Perform other technical administrative tasks and special projects as required.

ADDITIONAL INFORMATION

• *IMPORTANT NOTES TO ALL CANDIDATES**

Please note: If you are called for an interview, you will be required to bring to your interview copies of original documentation, such as:

- A document that establishes identity for employment eligibility, such as: A Valid U.S. Passport, Permanent Resident Card/Green Card, or Driver’s license.

- Proof of Education according to the education requirements of the civil service title.

- Current Resume

- Proof of Address/NYC Residency dated within the last 60 days, such as: Recent Utility Bill (i.e., telephone, Cable, Mobile Phone)

Additional documentation may be required to evaluate your qualification as outlined in this posting’s “Minimum Qualification Requirements” section. Examples of additional documentation may be, but not limited to college transcript, experience verification or professional trade licenses.

If after your interview you are the selected candidate, you will be contacted to schedule an on-boarding appointment. By the time of this appointment, you will be asked to produce the originals of the above documents along with your original Social Security card.

"FINAL APPOINTMENTS ARE SUBJECT TO OFFICE OF MANAGEMENT & BUDGET APPROVAL”

TO APPLY

Apply online with a cover letter to https://a127-jobs.nyc.gov/. In the Job ID search bar, enter job ID number.

We appreciate the interest and thank all applicants who apply, but only those candidates under consideration will be contacted.

The NYC Health Department is committed to recruiting and retaining a diverse and culturally responsive workforce. We strongly encourage people of color, people with disabilities, veterans, women, and lesbian, gay, bisexual, and transgender and gender non-conforming persons to apply.

All applicants will be considered without regard to actual or perceived race, color, national origin, religion, sexual orientation, marital or parental status, disability, sex, gender identity or expression, age, prior record of arrest; or any other basis prohibited by law.

Minimum Qualifications

1. 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

2. 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

3. 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

4. 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

Excellent communication skills-both verbal and written.

Excellent interpersonal skills: ability to work with people of varying backgrounds.

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 Company information

New York & Company is a nationwide specialty retailer of fashionable, attractively priced women's apparel, accessories and beauty. Our customers will find the latest, "must-have" trends for every season. From our wear-to-work collection to our casual collection, to proportion cut pants in Petite, Average and Tall, to denim, jewelry, accessories, and even City Beauty, our new bath and body collection, New York & Company stores and nyandcompany.com always offer what's in style and within reach.

Retail, Consumer Goods, Department Stores, Apparel, E-commerce, Clothing, Fashion Retail, Clothing Stores, Apparel Retail, Apparel & Fashion

Public Company

New York, New York

Company Specialties:

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