Customer Service Representative

*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¿

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

· Experience processing applications, transactions, or case files in a government, regulatory, or high-volume administrative environment¿ · Strong attention to detail with the ability to¿identify¿documentation gaps and data discrepancies quickly and accurately¿ · Comfort handling in-person payment transactions and following financial processing protocols¿ · Clear and professional verbal communication skills, with the ability to explain complex requirements to applicants in plain language¿ · Ability to work efficiently under¿high-volume pressure while¿maintaining¿accuracy and a customer-focused demeanor¿ · Experience working with multilingual or underserved populations preferred¿ · 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.