Customer Experience Supervisor

Customer Experience Supervisor Apply Customer Experience Supervisor Agency: TAXI & LIMOUSINE COMMISSION Posted on: 12/01/2023 Job type: Full-time Location NYC-ALL BOROS Title Classification: Exam may be required Department Base/Business Services Salary range: $57,976.
00 – $72,000.
00 Job Description The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, green Borough Taxis, community car services, black cars (include those booked via smartphone app), certain luxury limousines, commuter vans, and paratransit vehicles.
These industries serve more than 1,000,000 passengers each day and are a key component of the City’s transportation network.
TLC’s Licensing and Standards Division is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing processes with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations.
Under the direction of the Assistant Commissioner of Licensing, with wide latitude for independent judgment and decision making, the selected candidate will be responsible for the Customer Experience Unit (CEU) at the Taxi and Limousine Commission.
The Customer Experience Unit’s Supervisor will monitor and evaluate employee performance and customer engagement; identify ways to optimize customer interaction with the agency across all channels to ensure quality customer service; handle high priority requests; provide support for Licensing operations and citywide initiatives; maintain detailed documentation; prepare administrative reports, statistical reports, and specialized reports; provide implementation support for multiple programs; analyze trends and historical data; facilitate meetings and communications; and conduct presentations.
The Supervisor will also develop and maintain effective organization of responsibility, including training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities.
Communicate the status of projects, tasks, and issues as they arise to leadership and your team when necessary.
*Candidates must be serving permanently in the civil service title of Principal Administrative Associate.
* *Interested applicants with other civil service title who meet the preferred requirements should also submit a resume for consideration.
* Minimum Qualifications 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.
Preferred Skills - Excellent customer service and strong interpersonal, and project management skills, including experience managing large teams - Strong strategic problem-solving skills, excellent interpersonal skills, and a high level of personal initiative - The ability to work well in a collaborative, fast-paced environment - Detail oriented and advanced knowledge of Microsoft Office applications - Excellent oral, written, analytic, and computer skills - Very strong administrative, planning, analytic and communication skills *Candidates must be serving permanently in the civil service title of Principal Administrative Associate.
* *Interested applicants with other civil service title who meet the preferred requirements should also submit a resume for consideration.
* 55a 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 https://studentaid.
gov/pslf/.
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.
Minimum Qualifications 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.
Preferred Skills - Excellent customer service and strong interpersonal, and project management skills, including experience managing large teams\n- Strong strategic problem-solving skills, excellent interpersonal skills, and a high level of personal initiative\n- The ability to work well in a collaborative, fast-paced environment\n- Detail oriented and advanced knowledge of Microsoft Office applications\n- Excellent oral, written, analytic, and computer skills\n- Very strong administrative, planning, analytic and communication skills\n\n*Candidates must be serving permanently in the civil service title of Principal Administrative Associate.
*\n\n*Interested applicants with other civil service title who meet the preferred requirements should also submit a resume for consideration.
* 55a 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 https://studentaid.
gov/pslf/.
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.
Job ID 618026 Title code 10124 Civil service title PRINCIPAL ADMINISTRATIVE ASSOC Title classification Competitive-1 Business title Customer Experience Supervisor Experience level: Experienced (non-manager) Number of positions 1 Work location 31-00 47 Ave, 3 FL, LIC NY Category: Constituent Services & Community Programs