Supervisor, Digital Support

As the Supervisor, Digital Support at the NYC Department of Buildings, your main responsibilities will include supervising and training the customer service team, ensuring they follow service levels and policies. You'll also be involved in resolving complex customer inquiries, troubleshooting technical issues, and making improvements to communication materials aimed at better serving external customers.

To be considered for the Supervisor, Digital Support role at the NYC Department of Buildings, you need a baccalaureate degree and three years of relevant clerical/administrative experience, including at least one year in a supervisory position. Alternatively, an associate degree with four years of experience or a high school diploma with five years of equivalent experience can also qualify you. Remember, all candidates must possess the critical supervisory experience outlined in the job description.

Yes, for the Supervisor, Digital Support position at the NYC Department of Buildings, you may be eligible for remote work. This flexibility allows you to work from home up to 2 days a week, promoting a better work-life balance while still being committed to serving the public effectively.

An ideal candidate for the Supervisor, Digital Support position should have excellent communication skills, both verbal and written, along with strong problem-solving abilities. Leadership skills are essential to manage and guide the team effectively. Proficiency in digital tools and the ability to analyze customer feedback for continuous improvement will be particularly beneficial in this role.

The work environment at the NYC Department of Buildings for the Supervisor, Digital Support role is vibrant and collaborative. You will be part of a dynamic contact center team dedicated to customer service, where you'll work closely with both external customers and internal staff. The department promotes an inclusive atmosphere that values diversity and encourages professional development.

When training new hires for the Supervisor, Digital Support role, I would create a structured onboarding plan that includes both shadowing experienced team members and direct involvement in customer interactions. Providing comprehensive knowledge of our policies, procedures, and available resources will be vital, along with continuous feedback to enhance their performance.

My experience in customer service has honed my ability to handle inquiries effectively and develop solutions that satisfy customer needs. I have worked in similar supervisory roles where I ensured my team met service levels while maintaining high customer satisfaction, preparing me perfectly for the Supervisor, Digital Support position.

To improve team performance, I would establish clear service goals, foster an environment of open communication, and regularly conduct performance reviews. Encouraging collaboration on challenging cases and providing ongoing training would empower team members to develop their skills continually.

In handling difficult customer interactions, I focus on active listening to understand the customer's concerns fully. I remain calm and empathetic, working towards a resolution by providing clear information and setting realistic expectations. If needed, I involve other team members for additional support.

Essential tools for managing digital customer support include customer relationship management (CRM) software, communication platforms for team collaboration, and analytics tools to track service performance. These tools help streamline operations and improve the overall customer experience.

When faced with a technical issue, I first assess the situation by gathering information from relevant stakeholders. Then, I troubleshoot based on common solutions while also consulting our knowledge base. If necessary, I escalate the issue to technical experts to ensure a thorough resolution.

To ensure my team stays current on new policies and procedures, I’d implement regular training sessions and open forums for discussion. I would also encourage team members to share knowledge and updates, reinforcing a culture of continuous learning and adaptability.

In my previous role, I implemented a feedback loop with customers where we regularly solicited their opinions. Based on this feedback, we made changes to our service processes, which led to a significant increase in customer satisfaction scores. Learning from customer input was key in driving improvement.

The NYC Department of Buildings stands out due to its commitment to innovation and customer service excellence. Their efforts to integrate technology with customer support ensure that they provide timely and effective solutions while promoting transparency in building regulations.

In a high-pressure environment, I prioritize tasks by assessing urgency and impact. I create to-do lists, focus on critical issues first, and delegate where possible. Clear communication with my team is also essential to ensure everyone is aligned and working efficiently.