Customer Service Manager

Minimum Qualifications

• 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 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.
• 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

Responsibilities

• 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.