Senior Customer Service Representative

New York City Department of Consumer and Worker Protection; New York (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

The New York City Department of Consumer and Worker Protection (DCWP) seeks a Senior Customer Service Representative to join the Licensing team. The role focuses on handling licensing applications, data processing, and high-volume customer service for applicants in person and by phone.

Under supervision, the incumbent will review records, ensure accuracy, and adhere to policy while supporting outreach to other City agencies. Residency and 55a program notes apply.

Qualifications

• 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.
• Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
• Preferred skills include computer literacy with MS Word, Excel & Outlook, detail oriented, professional demeanor, strong oral and communication skills, organized and self-motivated.

Responsibilities

• Review and process applications in all licensing records and relevant information.
• Under supervision, perform clerical work including data processing, recording, researching and maintaining records and furnishing information to licensing applicants.
• Check records for accuracy of information and conformity with established policy and procedures.
• Monitor and provide coaching to other staff.
• Perform ordinary mathematical computations while accepting and processing payments, completing close outs, and other tasks as assigned.
• 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.
• Assist coverage with receptionist/front desk duties; answer calls, emails and written correspondence.
• Attend seminars, meetings and trainings; follow all division and agency policies.

Skills

Typing 100 wpm

Oral communication

Organization

Self-motivation

Multilingual (plus)

Education

High school diploma or GED

Tools

MS Word

Excel

Outlook

Job description

*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.

Licensing seeks a Senior Customer Service Representative to join the Customer Service team, with strong customer service, communications, and organizational skills. 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 complex data processing functions, recording, researching, checking and maintaining records and furnishing information to all licensing applicants;
• Check records for accuracy of information and for conformity with established policy and procedures;
• Monitor and provide coaching to other staff;
• Perform ordinary mathematical computations while accepting and processing payments, completing close outs, and other tasks as assigned;
• 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;
• Assist coverage with receptionist/front desk duties;
• Answer telephone calls, emails and written correspondence and communicate applicant information;
• Attend seminars, meetings and/or trainings;
• Follow all division and agency policies and procedures;
• Perform all relevant and related Licensing tasks as assigned when needed.

CLERICAL ASSOCIATE - 10251

Minimum Qualifications

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.

Preferred Skills

• Computer literate (MS Word, Excel & Outlook) - Detail oriented - Professional demeanor - Strong oral and communication skills - Organized - Self-motivated - Fluency in a language in addition to English a plus

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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.