The NYC Department of Buildings Digital Support and Outreach Team seeks one (1) Supervisor, Digital Support to work in a vibrant contact center environment to provide customer support through incoming webform submissions and facilitate the delivery of specialized technical and policy advice. The Digital Support Supervisor will be responsible for overseeing and improving the service levels, policies, and procedures of the Digital Support customer service team. The ideal candidate is an effective communicator with adept problem solving and leadership skills. The candidate will work closely with external customers as well as internal stakeholders to drive outcomes while maintaining a high level of professionalism.

The responsibilities include:

- Supervise and train the Digital Support customer service team, monitoring operations to ensure adherence to service levels, policies, and procedures.
- Exercise judgement and decision-making ability to guide internal staff on the use of a standardized knowledge base, policies, and DOB systems to improve the customer experience.
- Correspond with internal and external customers by e-mail, phone and in-person.
- Track and monitor all incoming inquires and communicate feedback.
- Coordinate with staff in other units to resolve complex customer inquiries that require subject matter expert assistance, ensuring effective and efficient task completion.
- Troubleshoot and update technical applications to solve system issues identified by external customers.
- Make recommendations on policies and procedures with the goal of updating, improving, and creating communication materials for external customers including frequently asked questions.
- Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer service operations.
- Perform duties and responsibilities as assigned by the Deputy Director of Customer Outreach, Director of Digital Support and Outreach, and Chief Customer Officer.


ONLY PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATES, APPLICANTS WHO ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATEOPEN COMPETITIVE LIST, AND APPLICANTS AS INDICATED BELOW WILL BE CONSIDERED WILL BE CONSIDERED.

Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York

REMOTE WORK
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

To Apply:
Visit Jobs NYC (cityjobs.nyc.gov) to view and apply for available positions. Search by agency (Department of Buildings), keywords, or for the specific Job ID #.

NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

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.

1. A baccalaureate degree from an accredited college and two years of experience in clerical/administrative work in an area related to the duties described above or equivalent 2. Experience working in a customer-focused environment providing technical assistance 3. Excellent written and verbal communication skills, including providing feedback and training 4. Excellent active listening and comprehension skills 5. Excellent organizational skills, including time management and resource management 6. Strong skills in troubleshooting, problem-solving and identifying root cause issues 7. Strong computer skills: experience with CRM and ticketing platforms is a plus 8. Ability to work successfully in a team environment and comfortable working independently 9. Ability to learn and support new systems and applications 10. Ability to communicate technical information to nontechnical personnel 11. Ability to maintain high level of professionalism.

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.

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.