Customer Service Representative

Job DescriptionThe 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 Customer Operations Division has oversight of the Department of Finance business centers, City Register’s Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department’s enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.DOF’s business centers, one in each of the five of boroughs, are responsible for communicating amounts due for the processing of tax payments, parking violation payments, and all other charges collected by the department, as well as maintaining quality control of department records and delivering exceptional customer service to individuals seeking information on making payments. The business centers issue releases for individuals whose vehicles have been impounded, enroll customers in payment agreements, and help customers prepare for parking ticket hearings.The Customer Operations Unit is seeking a dedicated, detail-oriented customer service professional to join the Brooklyn Business Center team. The CSR will assist customers at all Finance Business Center service points, including Cashiering, Customer Service, and the Information desk. The selected candidate's responsibilities will include, but are not limited to, the following:

Greet customers, answer inquiries, and ask questions to determine the purpose of the customer's visit.

Use Qmatic Orchestra to manage appointments and issue tickets to route walk-in customers to the appropriate service point.

Create Electronic Case Folders (ECFs) and schedule parking and camera violation hearings.

Use Finance systems to analyze and communicate payment summaries and histories for parking and property-related services.

Enroll eligible customers into various Payment Agreements.

Adhere to all cash and document control procedures, process customer payments and maintains up-to-date and relevant backup documentation.

Provide customer service assistance in all Finance Borough Offices, work overtime as necessary

Distribute, collect, and submit inquiries, forms, and application packages for all DOF-related programs and services to the appropriate work unit.

QualificationsQualification Requirements

High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or

Education and/or experience which is equivalent to "1" above.

Additional InformationThe 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.