StateJobsNY

NY HELPNo

AgencyAttorney General, Office of the

TitleDirector of Constituent Services - Division of Administratoin (NYC)

Occupational CategoryAdministrative or General Management

Salary GradeNS

Bargaining UnitM/C - Management / Confidential (Unrepresented)

Salary RangeFrom $0 to $0 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Exempt Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County New York

Street Address 28 Liberty Street

City New York

StateNY

Zip Code10005

Minimum Qualifications Requirements
• Minimum five (5) years of experience working in a call center, conducting or supervising intake, and/or serving constituents;
• Minimum of three (3) years supervisory experience;
• Demonstrated ability to establish mission, vision, and effective plans to achieve results in a customer service environment;
• Experience in a diverse environment and implementing processes with an equity lens; and
• Experience working in a legal or social services environment, preferred.

Duties Description The New York State Office of the Attorney General (OAG) is seeking a customer service focused individual with experience supervising a team, building systems, and leading culture change. The Director of Constituent Services will lead the Constituent Services Team in responding to inquiries from the public and directing them to the right Bureau or external resource as applicable. The Director will drive high level standards for public engagement throughout the OAG.
Essential Duties and Responsibilities
• Lead the OAG’s new Constituent Services Team, which is responsible for handling inquiries, tips, and complaints from the public and ensuring they are responded to quickly with a high degree of professionalism;
• Design and lead agency-wide customer service transformation initiatives;
• Develop and realign processes to improve service, and adopt technology solutions for effective management;
• Partner with Bureau Chiefs, Intergovernmental Affairs, and Executive Leadership to understand priorities and implement them with the Constituent Services Team; and
• Analyze and report on complaints and other public contact with the OAG to provide insight into priorities and strategic planning.
Key Functions
• Manage, build, and expand a team of four (4) employees, including support of cross functional employees statewide;
• Design and implement screening protocols following the OAG priorities and jurisdictional considerations;
• Develop professional, up to date trainings on agency-wide developments and screening criteria for Constituent Services staff;
• Create strategic plans and establish missions, priorities and goals for the Constituent Services staff at the OAG;
• Report metrics and monitor trends to improve responsiveness and the quality of complaints referred to Bureaus;
• Identify and implement solutions to address workload issues for constituent services staff statewide;
• Represent Constituent Services with internal agency representatives to deliver and improve services;
• Work with external partners to ensure that constituents are directed to the agency when appropriate;
• Foster an environment of continuous improvement; and
• Report to executive leadership regarding effectiveness.

Additional Comments OAG employees serve more than 19 million state residents through a wide variety of occupations. We offer a comprehensive New York State benefits package, including paid leave, health, dental, vision and retirement benefits, and family-friendly policies. As an employee of the OAG, you will join a team of dedicated individuals who work to serve the people of our State.

Candidates from diverse backgrounds are encouraged to apply. The Office of the Attorney General is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, gender, sexual orientation, religion, age or disability and is committed to workplace diversity.

Salary commensurate with experience.

PLEASE NOTE: Unless otherwise specified in the “Notes on Applying” section, the “Application Due” date associated with this posting is not the last day applications can be submitted. Applications for this position will be accepted by the hiring bureau on a rolling basis until a candidate is selected; recruitment for this position can be closed or suspended at any time. For the most current information on available position vacancies, applicants are advised to review the OAG's website (www.ag.ny.gov/job-postings) or contact Legal Recruitment via email at recruitment@ag.ny.gov or phone at 212-416-8080.

Some positions may require additional credentials or a background check to verify your identity.

Name Legal Recruitment

Telephone

Fax

Email Address recruitment@ag.ny.gov

Address

Street 28 Liberty Street

City New York

State NY

Zip Code 10005

Notes on ApplyingUnless indicated in the job posting, applications are submitted online. To apply, please go to the OAG website, www.ag.ny.gov, then click on the “Resources” tab and select “Employment Opportunities,” Reference No. DOA/CS_DIR_NYC_6120.

Applications must be submitted as indicated in in the “How to Apply” section of the posting. All positions require applicants to submit resumes, cover letters and lists of professional references. Many positions also require applicants to submit unofficial school transcripts and/or writing samples.

Please note: Failure to submit a complete application will delay the consideration of your application.

For questions about a position with the OAG, the application process or if you need assistance submitting your application, please contact the Legal Recruitment via email at recruitment@ag.ny.gov or phone at 212-416-8080.