Customer Service Representative

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) is the nation’s leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City’s Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City’s vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

The Licensing Division's General Vending Unit is seeking a detail-oriented and service-driven Customer Service Representative to support in-person licensing operations. The Customer Service Representative serves a critical front-line function, ensuring that applicants who visit the Licensing Center receive accurate, complete service so that their licenses can be issued without unnecessary delays or follow-up.

Responsibilities include, but are not limited to:
- Accurately process license applications and collect payments for in-person applicants, following all established procedures for accepted payment types
- Review all submitted materials to confirm that required documentation is complete and meet DCWP licensing standards before advancing applications
- Communicate clearly with applicants to explain requirements, identify missing information, and guide them through next steps
- Coordinate with the Intake Supervisor on volume, discrepancies, and any applicant issues requiring escalation
- Maintain accurate records of all transactions and application activity in DCWP's licensing systems
- Adhere to daily processing targets and contribute to overall unit efficiency and timely license issuance
- Backup others as needed

CLERICAL ASSOCIATE - 10251

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.

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.