Appeal Group

Appeal Group

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system's 2,000 square mile watershed that extends 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and collects over $4.5 billion in revenue each year. The selected candidate will perform the responsibilities in overviews associated with the review of Deputy Commissioner appeal cases. Under direction, with considerable latitude for independent action and decision-making, the role involves performing challenging and accountable supervisory, analytic, and administrative work. This primarily relates to evaluating account / cases for accuracy and ensuring they conform to established policies and procedures. When account billing discrepancies are identified, it is essential to recommend corrective measures. The candidate selected for the position will also prepare correspondence in response to Deputy Commissioner level complaints, inquiries from public officials, high-profile customer concerns, Executive Correspondence, and complex billing disputes. The correspondence must be professional, grammatically flawless, and include all necessary information. Responses should clearly address the customer's concerns, meet prescribed deadlines, and adhere to the required format. Importantly, all responses should reflect the position of the Deputy Commissioner, and analyses must be thorough and complete. Duties will include the following tasks:

• Assisting the senior supervisor of the group in supervising and training staff engaged in clerical activities.
• Planning and assigning work to subordinates, as well as ensuring the satisfactory completion of their assignments.
• Performing regular reviews of completed assignments to maintain high standards.
• Being assigned a portfolio of cases, where they will be responsible for preparing written responses to customer inquiries and billing disputes.
• Carrying out analyses and resolving issues that impact the accuracy of billing for all types of properties.
• Performing mathematical computations to verify the correctness of charges across property types.

Minimum Qualifications Requirements:

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; 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 years.

55-a 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.

Public Service Loan Forgiveness: 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

Residency Requirement: 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.

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.