Customer Service Agent

NYC Taxi & Limousine Commission; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

The NYC Taxi and Limousine Commission seeks a Customer Service Agent to enhance licensing processes and provide excellent support to clients. This role involves direct interaction with the public, administrative tasks, and collaboration on special projects to improve service efficiency.

Qualifications

• Three years of experience in community work or related activities.
• Ability to assist customers effectively in various formats.
• Experience in data entry and documentation.

Responsibilities

• Assist customers at public service counters and resolve issues.
• Process applications and review information for compliance.
• Conduct data entry and maintain accurate documentation.

Skills

Customer Service

Communication

Problem Solving

Education

High school graduation or equivalent

Job description

The New York City Taxi and Limousine Commission (TLC) is the agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, green Boro taxis, community car services, black cars (include those booked via smartphone app), certain luxury limousines, commuter vans, and paratransit vehicles. These industries serve more than 1,000,000 passengers each day and are a key component of the City’s transportation network. Through functions such as driver background checks, vehicle inspections, and driver education, TLC’s role is to promote the highest standards of safety and consumer protection in the industries we regulate.

TLC’s Licensing and Standards Division is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing processes with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations. We are seeking a highly motivated and experienced Customer Service Agent to join our team. This role combines front-line customer service with administrative and communication expertise to deliver efficient, responsive, and high-quality support across multiple channels.

Job Description:
- Assist customers at TLC’s public facing customer service counters by answering questions, resolving issues, and handling related TLC licensing matters in person, via email and on the phone.
- Review applicant and licensee information at TLC’s public facing customer service counters and process transactions accordingly.
- Review applicant/licensee information and submissions for accuracy and compliance using various systems and databases.
- Process applications in line with TLC guidelines, rules, and regulations.
- Perform work assignments to meet unit/agency needs day-to-day, deadlines, and service delivery levels.
- Provide customer service to current and prospective licensees, on the phone, in person at the customer service counter or via email utilizing various systems, databases, rules, and information.
- Research internal and external inquiries and determine proper action or response, while maintaining meticulous notes and documentation of service.
- Assists in the general operation of the unit when needed by compiling information, updating records, mailing correspondence, filing, reviewing and or updating documents complying with TLC rules and regulations.
- Conduct data entry in various systems and databases and file documents when needed.
- Assist with various special projects as needed and collaborate with other units on a regular cadence.
- Serve as a point of contact for procedural questions and situational guidance.
- Assist in developing training materials and maintaining knowledge base documentation.
- Help draft communication materials, FAQs, or process guides for internal and public use.
- Contribute to project planning through administrative support, data collection, or stakeholder communication.
- Identify recurring issues or trends and compile monthly summary reports.
- Collaborate with team leaders or supervisors to review findings and recommend actionable service improvements.
- Participate in process reviews to propose changes that reduce repeat inquiries and improve customer satisfaction.
- Liaise with other departments to ensure accurate and coordinated information is shared with customers.
- Escalate complex issues appropriately while maintaining visibility on resolution progress.
- Ensure consistent messaging and tone across all communication platforms.

Work location:
Long Island City, NY

To Apply:
Please go to cityjobs.nyc.gov and search for Job ID# 714876 or click the "Apply" button below.

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW.

APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

COMMUNITY ASSOCIATE - 56057

Minimum Qualifications

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.