Exemptions Customer Service Representative

Exemptions Customer Service Representative

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 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 Exemptions Customer Service Representative. Reporting to the Exemptions Customer Service Manager, duties and 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.

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.