Public Licensing & Customer Care Specialist

City of New York; New York (NY); On-site; USD 60,000 - 64,000; Full time

Job summary

The New York City Taxi and Limousine Commission (TLC) is seeking a dynamic Customer Service Agent to deliver efficient, responsive support across channels. The role blends frontline service with administrative duties, handling licensing inquiries, data entry, and cross-team collaboration at TLC’s Long Island City location.

Responsibilities include processing applications, ensuring compliance, drafting communications, and contributing to knowledge base materials to improve customer satisfaction

Qualifications

• A baccalaureate degree from an accredited college or university; or
• An associate degree or 60 semester credits plus one year experience in customer service/ help desk or public information capacity; or
• A four-year high school diploma and two years of related experience; or
• A combination of education and experience meeting the stated rules; substitution rules apply.
• Two additional years of experience required for higher Assignment Level III.

Responsibilities

• Assist customers at public-facing service counters with questions and licensing matters in person, by email, and by phone.
• Review applicant and licensee information and process transactions per TLC guidelines.
• Review submissions for accuracy and compliance using TLC systems and databases.
• Enter data in various systems and maintain documentation of service interactions.
• Develop training materials and contribute to knowledge base documentation.
• Draft communications, FAQs, or process guides for internal and public use.
• Identify recurring issues and prepare monthly summary reports for management.
• Collaborate with other units and escalate complex issues as needed to improve service.

Education

Baccalaureate degree

Associate degree or 60 semester credits and 1 year customer service experience

High school diploma with 2 years related experience

Education/experience combination per NYC substitution rules

Two extra years to reach Assignment Level III

Job description

The New York City Taxi and Limousine Commission (TLC) is seeking a dynamic Customer Service Agent to deliver efficient, responsive support across channels. The role blends frontline service with administrative duties, handling licensing inquiries, data entry, and cross-team collaboration at TLC’s Long Island City location.

Responsibilities include processing applications, ensuring compliance, drafting communications, and contributing to knowledge base materials to improve customer satisfaction