Exemptions Customer Service Representative

IMPORTANT NOTE: CANDIDATES MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE OR ARE PERMANENT IN A COMPARABLE CIVIL SERVICE TITLE ELIGIBLE FOR A 6.1.9 TITLE.
PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE.
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.
DOF’s Property Exemptions Administration (PEA) oversees and executes property tax benefits for a diverse array of entities and individuals. PEA’s core responsibilities encompass the examination, processing, and management of applications for exemptions and abatements. These benefits extend to commercial and industrial properties, residential multi-family construction, new one- to two-family construction, government entities, and non-profits, as well as renters and homeowners, including members of the clergy, seniors, people with disabilities, and veterans. PEA is committed to ensuring the accessibility of property tax benefits for all eligible constituents.
PEA is seeking a highly motivated, highly organized and detail-oriented individual to serve as an Exemptions Customer Service Representative (CSR). Reporting to the Exemptions Customer Service Supervisor, specific responsibilities will include, but are not limited to:
- Review, research and respond to inquiries submitted via 311, e-mail, telephone and written correspondence.
- Provide assistance to applicants, their representatives, advocates, property owners, managing agents and all constituents who visit the Assistance Centers including facilitating Language Line for non-English translations and other Assistance Center Coverage needs.
- Respond to inquiries and provide information to program applicants, their representatives, advocates, elected officials, landlords, building & property owners or managing agents.
- Track and report on productivity data.
- Utilize/navigate computer applications, internal and external databases.
- Interact with Property and other division staff to resolve inquiries.
- Work with the Supervisor to collect and analyze customer service data (i.e. feedback from customer surveys, language line usage reports, etc.).
- Build and maintain a positive, collaborative working relationship with unit supervisors, divisions, agency management and support staff throughout the agency and with other City agencies.
- Perform special or ad-hoc projects and related tasks.
Additional Information:
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.
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.
PRINCIPAL ADMINISTRATIVE ASSOC - 10124

1. A baccalaureate degree from an accredited college and two 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 three 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 four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; or
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 3 year.

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.