Customer Service Supervisor, Bureau of Food Safety and Community Sanitation

City of New York • New York City, NY

1d

About The Position

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.

Requirements

• 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
• 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
• 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;
• 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 3½ years.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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 and
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees