Senior Customer Service Representative

Position

CLERICAL ASSOCIATE - 10251 – Senior Customer Service Representative, Intake team

* 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.

Position may be eligible for remote work 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. DCWP licenses businesses, enforces consumer protection and workplace laws, and conducts research and advocacy. The Senior Customer Service Representative will support licensing operations and provide high‑volume customer service.

• Review and process DCWP license applications and all relevant documentation.
• Perform clerical work including complex data processing, recording, researching, checking and maintaining records, and furnishing information to licensing applicants.
• Check records for accuracy and conformity with established policy and procedures.
• Monitor and provide coaching to other staff.
• Perform ordinary mathematical computations while accepting and processing payments, completing close‑outs, and other tasks as assigned.
• Provide high‑volume customer service to licensing applicants in person and via phone.
• Assist applicants with outreach to other city agencies and interagency communication to resolve licensing issues.
• Answer telephone calls, emails and written correspondence, and communicate applicant information.
• Attend seminars, meetings and/or trainings.
• Follow all division and agency policies and procedures.
• Perform all relevant and related licensing tasks as assigned when needed.

• 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.

• Computer literate (MS Word, Excel & Outlook).
• Detail oriented.
• Professional demeanor.
• Strong oral and communication skills.
• Organized.
• Self‑motivated.
• Fluency in a language in addition to English (a plus).

This position is also open to qualified persons with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55‑a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, visit the U.S. Department of Education’s website at (Use the "Apply for this Job" box below)..

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Discuss with the agency representative at interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.