NYC Department of Social Services · 4 hours ago
DIRECTOR OF CONCIERGE AND CUSTOMER SERVICE
Manhattan, NY
Full-time
Onsite
Lead/Staff, Director/Executive
4+ years expNYC Department of Social Services is the largest local social services agency in the country, dedicated to fighting poverty and income inequality. They are seeking a Director of Concierge and Customer Service to lead and manage the daily activities of customer service teams and oversee the Concierge Program, ensuring effective performance tracking and quality improvement across rehousing initiatives.
ConsultingGovernmentNon ProfitSocial
Responsibilities
Lead and manage the daily activities of three managers, one supervisor, and their concierge and customer service teams
Oversees the selection and engagement of shelter sites for the Concierge Program
Monitor program operations across 30-day cohorts by managing weekly activities designed for the Concierge Program
Supervises concierge and customer service staff, and ensures effective performance tracking, reporting, and continuous quality improvement across all rehousing initiatives
Develop strategic goals and priorities to enhance the effectiveness of rehousing services across customer service and concierge teams
Deliver expert guidance and training on housing policies, client assessment techniques, and referral processes to customer service and concierge teams
Oversee the development and execution of rehousing plans, ensuring timely and accurate rental assistance applications
Manage special projects to enhance operational efficiency and recommend policy improvements
Manage a team of customer service agents responsible for answering daily calls related to the rehousing process, including rental assistance packages, unit inspections, and voucher inquiries. Provide support to a diverse range of stakeholders, including shelter clients, staff, advocates, landlords, and brokers
Qualification
Required
A baccalaureate degree from an accredited college or university and four years of progressively responsible experience, including one year at the administrative or managerial level in a large governmental agency, business firm, civic or community organization operating in the area of social services
Education and/or experience equivalent to '1' above. However, all candidates must have a baccalaureate degree from an accredited college and the one year of experience at the administrative or management level as described in '1' above
Preferred
Ability to manage and support managers and frontline staff, ensuring strong performance and teamwork
Understanding of housing programs, rental assistance, and rehousing processes
Strong organizational skills with the ability to manage multiple projects and communicate clearly with staff and partners
Benefits
Public Service Loan Forgiveness
Company
NYC Department of Social Services
The Department of Social Services (DSS) is comprised of the administrative units of the NYC Human Resources Administration (HRA) and the Department of Homeless Services (DHS).
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Ann Marie Scalia
General Counsel & Chief Legal Officer
Beatriz Fritschler, MPA
Deputy Commissioner, Strategic Partnerships
Recent News
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