***In order to be considered for this position candidate must be serving permanently in the Principal Administrative Associate title, or be reachable on the civil service list, or be eligible under the
55a program.***


The candidate will serve as the Deputy Director of the Customer Service, Language Access and Correspondence Unit (CSLACU). Responsibilities include: supervising a staff of 12 employees who process, review, and respond to over 3,500 web forms and 311 customer comment submissions each month, work with staff to handle time sensitive and high priority issues and fulfill some of the duties for the Executive Director of the unit in his absence. These include:
- Assigning cases to CCU staff to review correspondence received from various channels which include but are not limited to NYC DOT’s public facing website, the Mayor’s Office, social media posts, and the 311 Call Center
- Conducting quality assurance reviews of all outgoing correspondence to ensure compliance with the Commissioner’s communication style, NYC DOT’s style guide, and NYC DOT customer service standards
- Provide assistance to CCU staff in navigating complex requests and inquiries from clients
- Researching, drafting, or revising standard acknowledgment emails for webform requests submitted by clients.
- Customizing High Priority (HP) responses for request pertaining to fatalities, accidents, pedestrian and bicycle injuries, and serious safety concerns.
- Researching issues through various search engines, media, and social media platforms and coordinating with the appropriate division managers to create and customize standard responses.

1. 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
2. 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
3. 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;
4. 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.

Preference given to candidates possessing knowledge of MS Dynamic CRM, Microsoft Word, Microsoft Excel, strong Customer Service and Correspondence experience. ***In order to be considered for this position candidate must be serving permanently in the Principal Administrative Associate title, or be reachable on the civil service list, or be eligible under the 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.

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/.

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.

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.