Job Description
**This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote 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.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube. Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that businesses across New York City meet the legal requirements to operate fairly, safely, and in compliance with local law. Through licensing more than 45,000 businesses in over 45 industries, the Division ensures fair competition and a level playing field for responsible small businesses that are integral to New York City’s vibrant communities. The Division is the first point of contact for businesses navigating the licensing process, and it plays a critical role in upholding the integrity of the marketplace by making compliance accessible, efficient, and equitable. The Licensing Division supports DCWP’s broader mission of protecting New Yorkers by ensuring that every business that needs to be licensed operating in the five boroughs has met the standards required to serve the public with integrity. The Licensing Division’s General Vending Unit is seeking a customer-focused and proactive Client Manager to serve as the welcoming face of the Licensing Center under the guidance of the Deputy Director of General Vending Unit. The Client Manager plays a key role in improving the applicant experience by managing visitor flow, reducing unnecessary delays, and helping customers complete licensing steps efficiently and accurately before they reach a processor. This position requires excellent interpersonal skills, patience, and the ability to communicate clearly across language barriers and varying levels of digital literacy. Responsibilities include, but are not limited to: · Direct visitors upon arrival, assess their licensing needs, and guide them to the appropriate service area to ensure efficient customer flow and minimize wait times · Assist applicants with check-in tools and confirm they have the proper documentation and accepted forms of payment before they are seen by a processor, reducing avoidable delays · Support customers in using self-service iPads at the Licensing Center, providing hands-on guidance to help applicants navigate the online licensing portal independently · Assist customers with creating online accounts for new and renewal applications, ensuring accurate account setup to prevent processing errors · Provide quick, accurate answers to common licensing questions, reducing unnecessary appointments and redirecting applicants to self-service options where appropriate · Assist in translating DCWP correspondence and verbal communications using the Language Line, ensuring equitable access to licensing services for applicants with limited English proficiency · Identify systemic barriers to service completion and communicate recurring issues to supervisory staff for process improvement · Process applications and payments, and others as needed
Minimum Qualifications
1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in “1” above; or 3. A four-year high school diploma or its educational equivalent approved by a State’s department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in “1” above; 4. Education and/or experience equivalent to “1”, “2”, or “3” above. However, all candidates must possess the one year of administrative or supervisory experience as described in “1” above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in “1” above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Preferred Skills
• Experience in a customer-facing, public service, or hospitality role with high daily visitor volume • Comfort with digital tools and tablet-based applications, with the ability to quickly learn and demonstrate self-service platforms to others • Strong interpersonal skills and a calm, patient demeanor when assisting applicants with varying levels of technological literacy • Ability to quickly assess applicant needs, triage competing demands, and maintain an organized, welcoming service environment • Demonstrated commitment to accessible, equitable service delivery across diverse communities Fluency in a language in addition to English a plus.
How to Apply
To apply for this position, please submit your application exclusively through the Jobs NYC website. Only applications submitted via the Jobs NYC platform will be considered for review. The Job ID is located at the bottom of the page. A resume and cover letter are required as part of the application. In your cover letter, please include the following: • Civil service title you currently hold or whether you have taken any civil service exams (if applicable). • The NYC Department of Consumer and Worker Protection (DCWP) is committed to building a diverse and inclusive workforce that reflects the communities we serve. We strongly encourage 55-a candidates to apply. If eligible, please indicate this in your cover letter. Incomplete applications or those missing the required documents will not be considered. Reasonable Accommodations DCWP is committed to providing reasonable accommodation to ensure that individuals with disabilities have equal access to employment opportunities. If you need an accommodation to participate in the interview process, please contact us at ReasonableAccommodationRequests@dcwp.nyc.gov. Please note the following important application instructions: • No phone calls, faxes, emails, or in-person inquiries will be accepted. • Only candidates selected for further consideration will be contacted. If you do not receive communication from us, please consider your application as not being selected for this position. • Drug Screening: Please be aware that a drug screening may be required prior to appointment. Candidates will be notified if this is necessary as part of the pre-employment process. Appointments are subject to Office of Management and Budget (OMB) approval. For any questions or concerns regarding your application, please email the recruitment team at dcwpjobs@dcwp.nyc.gov.