Customer Service Representative

About the role

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.*

This position may be eligible for remote work for up to 2 days per week, pursuant to the Flexible Work Pilot Program.

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more.

By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance.

DCWP also conducts research and advocates for public policy that furthers its work to support New York City's communities. For more information about DCWP and its work, call 311 or visit DCWP at NYC Department of Consumer and Worker Protection (DCWP), sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

DCWP's Licensing Division is seeking a Customer Service Representative with strong customer service, communications, and organizational skills. The Customer Service Representative will report to the Supervisor of the 311 team. The prospective candidate will be responsible for the following tasks:

• Review and process applications in all DOHMH license applications and all relevant information;
• Under supervision, perform clerical work including routine data processing functions, recording, researching, checking and maintaining records and furnishing information to licensing applicants;
• Check records for accuracy of information and for conformity with established policy and procedures;
• Perform ordinary mathematical computations while accepting and processing payments;
• Provide high-volume customer service to licensing applicants in person and via phone;
• Assist applicants with outreach to other city agencies, as well as interagency communication to help resolve issues pertaining to their license;
• Answer telephone calls, emails and written correspondence and communicate applicant information;
• Attend seminars, meetings and/or trainings;
• All relevant and related Licensing tasks as assigned when needed;
• Follow all division and agency policies and procedures.

Qualification Requirements

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Skills Requirement

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.