Customer Service Representative

City of New York•New York, NY

20d•$38,173 - $45,149•Hybrid

About The Position

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. 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 Fitness Review Unit is responsible for processing license applications that require fingerprint-based background checks and fitness reviews. This position handles highly sensitive and confidential criminal history information, including complex and high-profile cases. The selected candidate must exercise sound judgment, maintain strict confidentiality, ensure accurate and timely case processing, and apply agency policies and procedures with professionalism, discretion, and attention to detail.

Requirements

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.
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization
One year of satisfactory clerical experience
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute

Responsibilities

Process license applications requiring fingerprint-based criminal background checks and fitness reviews
Review and evaluate confidential criminal history records to determine an applicant's fitness for licensure in accordance with applicable laws, rules, and agency policies
Handle highly sensitive and confidential information, including complex and high-profile cases, with the highest level of discretion and professionalism
Maintain accurate case records and document fitness review determinations in agency systems
Coordinate with internal units, legal staff, and external agencies to obtain, verify, and resolve information needed to complete fitness reviews
Ensure fitness review cases are processed accurately and within established timeframes
Respond to inquiries from applicants and internal stakeholders regarding the fitness review process while maintaining confidentiality requirements
Monitor assigned cases, identify issues requiring escalation, and communicate concerns to management in a timely manner
Assist with developing and updating procedures, reports, and guidance related to the fitness review process
Perform other related duties as assigned
Backup others as needed