Service Termination Unit, Director

Director For Service Termination Unit

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and stormwater and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system's 2,000 square mile watershed that extends 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees the production and collection of water and sewer bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and generates about $3.5 billion of revenue annually. Under the direction of the Director, Collections Unit, and with wide latitude for independent decision-making and judgement, the Bureau of Customer Services seeks a Director for our new Service Termination Unit. The Director will assist the Collections Unit Director in planning, coordinating, and executing the service termination process. In addition, the Director of the Service Termination Unit will be responsible for liaising with the Management Analysis Unit and the Field Operations staff as it relates to the service termination process. The selected candidate should possess at least one (1) year of satisfactory supervisory experience in a customer service environment. The selected candidate will be responsible for the direct supervision of at least 3 Collections Unit staff and ensuring that all staff adhere to agency and bureau policies and procedures. The selected candidate must become familiar with the Water Board Rate Schedule, Service Termination Standard Operating Procedures (SOP) and all applicable rules and regulations. The selected candidate will define and communicate customer service standards; ensure that necessary resources and tools are available for quality customer service delivery; liaise with bureau management to support strategies and disseminate information; evaluate performance of staff and identify and address staff training and coaching needs. Preferred skills : Excellent customer service skills Strong interpersonal and listening skills Proficiency with MS Office especially Excel, Outlook, and Word Proficiency with UMAX Back and Front Office Environmental and Physical requirements Prolonged sitting, extensive typing and data entry work and working on a computer for long periods of time.

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.