Supervisor, Digital Support

The NYC Department of Buildings Digital Support and Outreach Team seeks one (1) Supervisor, Digital Support to work in a vibrant contact center environment to provide customer support through incoming webform submissions and facilitate the delivery of specialized technical and policy advice. The Digital Support Supervisor will be responsible for overseeing and improving the service levels, policies, and procedures of the Digital Support customer service team. The ideal candidate is an effective communicator with adept problem solving and leadership skills. The candidate will work closely with external customers as well as internal stakeholders to drive outcomes while maintaining a high level of professionalism.

The responsibilities include:

- Supervise and train the Digital Support customer service team, monitoring operations to ensure adherence to service levels, policies, and procedures.
- Exercise judgement and decision-making ability to guide internal staff on the use of a standardized knowledge base, policies, and DOB systems to improve the customer experience.
- Correspond with internal and external customers by e-mail, phone and in-person.
- Track and monitor all incoming inquires and communicate feedback.
- Coordinate with staff in other units to resolve complex customer inquiries that require subject matter expert assistance, ensuring effective and efficient task completion.
- Troubleshoot and update technical applications to solve system issues identified by external customers.
- Make recommendations on policies and procedures with the goal of updating, improving, and creating communication materials for external customers including frequently asked questions.
- Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer service operations.
- Perform duties and responsibilities as assigned by the Deputy Director of Customer Outreach, Director of Digital Support and Outreach, and Chief Customer Officer.


ONLY PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATES, APPLICANTS WHO ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATEOPEN COMPETITIVE LIST, AND APPLICANTS AS INDICATED BELOW WILL BE CONSIDERED WILL BE CONSIDERED.

REMOTE WORK
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

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;
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 3½ years.

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.