Job Description IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT ADMINISTRATIVE MANAGER CIVIL SERVICE TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER IF YOU ARE A PERMANENT ADMINISTRATIVE MANAGER. The 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. The External Affairs Office is responsible for all internal and external agency communications. This includes the press office, social media, the agency editor/speechwriter, correspondence, public outreach, and constituent services. The External Affairs Division/Correspondence Unit is seeking a candidate to serve as Supervisor for the unit. This unit is at the heart of the agency and is responsible for providing direct customer service to members of the public who contact the New York City Department of Finance with a multitude of inquiries. This role is ideal for a strong writer and communicator who has good managerial and organizational skills. The unit Supervisor will report directly to the Director of the Correspondence unit and will have latitude for the exercise of independent initiative and judgment that will affect the work unit. Key Duties and Responsibilities: - Serve as head of the unit when the Correspondence Director is out of the office. - Manage 311 Service Requests and the Siebel database. Research, analyze and disseminate the requested information to customer/constituents. - Distribute Siebel cases to unit members. Organize and coordinate with these unit members to make sure all cases assigned to the unit in the Siebel system get closed. Ensure that past due requests get expedited. - Assist co-workers that are assigned Siebel cases when necessary to ensure that the cases are responded to in an accurate and timely fashion. - Assign as needed CRM cases to member of the staff. - Do timesheets for staff reporting directly to the supervisor. - Do tasks and standards for staff reporting directly to the supervisor. - Various office management duties. - Answering emails and hard mail from the public. - Answering telephone inquiries as needed. - Working on special projects for the Division of External Affairs, and occasionally meet members of the public one on one. - Analyzing correspondence trends to help facilitate the creation of standardized responses that will help the unit become faster and more efficient in responding and reduce turnaround time. - When the Director is out of the office, handle, distribute, assign all hard mail the unit receives. 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. 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. ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C 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. 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.