Customer Service Liaison, Bureau of Food Safety and Community Sanitation

Customer Service Supervisor, Bureau of Food Safety and Community Sanitation

OPEN TO PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATES AND THOSE WHO ARE REACHEABLE ON THE CIVIL SERVICE LIST. The New York City Department of Health and Mental Hygiene's Division of Environmental Health works to prevent and control illness and injury related to environmental and occupational health risks through outreach, education, surveillance, and enforcement. With a staff of 1,000, the Division covers a broad range of subject matter, including oversight of environmental investigations, lead poisoning, injury prevention, occupational health, food safety, childcare, radiation control, recreational and drinking water quality, air quality, climate health, vector control, veterinary public health and pest control. The Bureau of Food Safety and Community Sanitation (BFSCS) protect the public, including New York's most vulnerable citizens, from a broad range of hazards that may pose a threat to health or safety. DOHMH is mandated to inspect 26,000 restaurants annually, school cafeterias, and mobile food vending units, adult day care centers, senior centers, soup kitchens, homeless shelters, and other facilities. Duties will include but not be limited to:

• Supervise customer service support staff creating and managing their schedules to always ensure adequate coverage.
• Regularly review staff work performance and develop improvement plans when required
• Organize training and development for staff.
• Monitor customers and staff interactions to ensure adherence to the Bureau's standards and excellent customer service delivery.
• Address customers' complaints and ensure timely resolution. Escalate to management if necessary.
• Work with Director of Special Projects, Communications and Customer Service, to implement changes based on feedback and performance data.
• Research and update permits, inspections, closures, and FSE trade names, contacts, and addresses in various databases ensuring accuracy.
• Prepare data and compile monthly Regulatory Quality Assurance (RQA) reports. Maintain and update the Call monitoring queue in FACTS II.
• Under the direction of the Director of Communications, Customer Service, and Special Projects, prepare and print various letters, notices and orders to include Closing Orders, Authorization to Reopen, and process Notice of Violation.
• Monitor, answer and screen telephone calls, take messages, scan documents for FACTS upload, photocopy forms and assist in the unit as needed.
• Liaise with OATH, verify FSE's status in Accella, process Grade Card replacement requests supplying serial numbers for replacement from the FACTS system and supervise front-end staff activities.
• Provide support to BFSCS staff with correspondence on re-openings, obstructions, withdrawals, and modifications.
• Obtain chain of custody signatures when required for printed correspondence.
• Assist Director of Special Projects, Communications and Customer Service with the coordination of community outreach presentations, workshops, etc.
• Represent the Bureau at meetings with internal and external stakeholders.
• Assist with special projects as needed.

Preferred Skills:

• Exceptional communication and interpersonal skills
• Excellent decision making, problem-solving skills and organizational abilities
• Proficiency in Microsoft Office
• Coaching, mentoring and delegation skills
• Analytical skills
• Ability to delegate work according to employees' skills
• Prior experience working in and/or managing a Customer Service Unit.

Why you should work for us:

• Benefits: City employees are entitled to unmatched benefits such as:
• a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
• additional health, fitness, and financial benefits may be available based on the position's associated union/benefit fund.
• a public sector defined benefit pension plan with steady monthly payments in retirement.
• a tax-deferred savings program
• a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
• Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise. Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers! The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals.