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 knowledgeable and customer-focused Customer Service Representative to support applicants through the licensing process by phone and email. The Customer Service Representative is often the first point of contact for prospective and current licensees and plays a key role in reducing unnecessary Licensing Center visits by guiding Responsibilities include, but are not limited to: • Provide accurate, up-to-date general vending licensing information to applicants by phone and email, addressing questions about requirements, fees, application status, and next steps. • Schedule appointments in a timely manner, ensuring slots align with Licensing Center capacity and applicant needs. • Return appointment request calls and emails promptly, minimizing delays that could stall the licensing process. • Guide applicants step-by-step through the online licensing portal, helping them complete applications and submit payments without requiring an in-person visit. • Identify opportunities to resolve applicant needs remotely, reducing unnecessary foot traffic to the Licensing Center and increasing the volume of fully completed online submissions. • Escalate complex or unresolved inquiries to the Call Center and Appointment Supervisor for further handling. • Document call interactions accurately in DCWP’s systems and follow up as needed to ensure applicant issues are fully resolved. • 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 in a call center, customer service, or telephone-based public service role • Clear, professional verbal communication skills with the ability to explain multi-step processes accurately and accessibly to callers with varying levels of familiarity with licensing requirements • Comfort navigating online portals and digital tools, with the ability to guide applicants through web-based processes in real time over the phone • Strong listening skills and the ability to quickly assess caller needs, triage inquiries, and determine the appropriate course of action • Demonstrated ability to manage high call volumes while maintaining accuracy, patience, and professionalism throughout each interaction • 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.