Customer Service Representative
About The Position
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 applicants.
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.
- Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
