DEPUTY UNIT CHIEF - OPERATIONS, DFS

PLEASE NOTE: To be eligible for this position, you must be permanent in the Customer Information Representative civil service title.




GENERAL DESCRIPTION
The DFS Supervisor – Customer Information Representative Level 2 performs responsible supervisory and operational work of varying difficulty in a high pressure digital and hard-copy production and customer service environment. With latitude for independent judgment, the Supervisor ensures the proper handling of legal documents, oversees production workflows, provides direction to unit staff, and maintains accountability for the accurate processing of customer inquiries and work orders. The Supervisor must follow established procedures while exercising sound professional judgment. The Unit maintains a fleet of over 100 multi-function devices (MFD’s) across all five boroughs. They Supervisor must ensure that all devices remain operational, and that service calls are placed and monitored when maintenance is required.

KEY DUTIES AND RESPONSIBILITIES
- Provide supervisory coverage for the front desk; answer incoming calls, troubleshoot and resolve inquiries. Renegotiate deadlines when expectations cannot be met.
- Oversee and control incoming work orders via numerous input portals; Optic, OpsWeb, e-forms and ensure timely and accurate assignment and completion.
- Review unit staff work and provide feedback.
- Troubleshoot first-level software issues including scanning and printing and update software files.
- Respond to emergencies using judgment consistent with agency policy.
- Manage multifunction device (MFD) fleet in all 5 boroughs using inventory-management applications.
- Manage supplies for Unit and ensure there is always an adequate supply on hand.
- Provide daily written activity updates.
- Prepare production reports.
- Counsel staff to improve performance and address attendance issues.
- Explain and enforce agency policies and procedures.
- Train staff on best practices and operation of new equipment.
- Attend vendor equipment demos and provide written evaluations and feedback.
- Liaise with contracted vendors to ensure completion of digital production work.
- Perform quality-control, log and close client requests in OPTIC.
- Ensure compliance with EEO requirements and foster a fair, equitable work environment.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of digital production equipment and related software.
- Ability to troubleshoot technical issues.
- Strong communication and client service skills.
- Ability to multitask and prioritize in a high volume workflow.
- Ability to train, supervise, and mentor staff.
- Strong organizational and administrative skills.

CUSTOMER INFORMATION REP - 60888

1. A baccalaureate degree from an accredited college or university; or

2 An associate degree or 60 semester credits from an accredited college or university and one year of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and two years of satisfactory, full-time experience as described in "2" above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 60 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

5. To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

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.