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SENIOR COMPLAINT INVESTIGATOR
DISTINGUISHING FEATURES OF THE CLASS
The work involves supervision of complaint investigators who administer the city’s service request system and for handling complaints and legal actions involving City departments and agencies served by that system. The employee conducts investigations and follows up on all complaints received by the service request system. An employee in this class provides informational services to the public regarding the functions and operations of City departments. The employee works independently and considerable latitude is given for the exercise of initiative and judgement. Significant departures from standard practices and procedures are referred to a superior for final decision. An employee in this class will exercise supervision over or direct work assignments of a small number of employees. Does related work as required.
TYPICAL WORK ACTIVITIES
Organizes and carries out a complaint resolution function including all procedures, forms, records field inspections and interviews, and has authorization to take corrective and follow up action.
Handles escalating calls, irate citizens and codes fees.
Receives and investigates all complaints pertaining to city services through field inspections, interviews and other sources of information.
Investigates and responds to legal claims against the City as well as prior written notice claims.
Determines which complaints require personal attention and those that can be referred to appropriate department for immediate attention.
Responsible for billing of illegal codes set outs and has authorization to waive or deny fees when determined appropriate.
Assists with directing citywide program, which provides informational services to the public regarding the functions and operations of all city departments and conducts complete investigations and follow up of all complaints received.
Provides information about city departments, takes complaints, and receives requests for service from the public, walk-in constituents, and other city departments.
Prepares complete and comprehensive field investigations and follow-up reports.
Prepares and maintains accurate and up-to-date files on all complaints received, action taken by department and final disposition.
Enters and maintains all complaints and service requests into the system including all follow-up bureau action and final results.
Refers cases to executive office for final determination where necessary
Directly and indirectly supervises and determines work assignments for subordinate employees including Complaint Investigators, temporary and summer employees assigned to the Information and Services Bureau and litter crew employees.
Assists in training of new and temporary employees
Issues and renews handicapped parking permits.
Uses a data entry terminal or personal computer for filing or obtaining information.
Responsible for making recommendations for better ways to utilize and improve current data and filing systems to improve function of the office and service to the community.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Thorough knowledge of the functions and organization of Syracuse Municipal government and local business community and civic groups
Thorough knowledge of principles, practices and methods employed in investigation.
Good knowledge of the principals and practices of administration as applied to the planning and organization of programs and social events.
Good knowledge of personal computer capabilities and operations.
Ability to meet and effectively deal with the public and other departments in a professional manner.
Ability to obtain information through interviews and observation.
Ability to establish effective working relationships with coworkers, superiors and the public.
Ability to interpret and apply laws, codes and regulations of department or agency under investigation.
Ability to prepare clear and concise reports.
Must have strong written and oral communication and personal relation skills.
Ability to assign, supervise and review the work of clerical employees.
Ability to understand and carry out complex oral and written instructions.
Must have analytical and decision making skills.
Ability to supervise subordinates in a manner conducive to full performance and high moral.
Six (6) years of permanent competitive class status as a Complaint Investigator with the City of Syracuse, Department of Public Works.
A) Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with an Baccalaureate Degree; or,
B) Four (4) years of work experience, or its part-time equivalent, in investigation, customer service, or in a position that involved responding to people's needs in an advocacy role; or,
C) An equivalent combination of training and experience as defined by the limits of (A) and (B).