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 /dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and You Tube.

• Review new and renewal license applications and amendments submitted online and in person, confirming that all eligibility requirements, documentation, and fees are complete and accurate.
• Verify online payments and confirm that correct fees have been charged in accordance with applicable licensing rules.
• Conduct thorough document review for every application submission, identifying deficiencies and initiating timely follow‑up with applicants.
• Contact applicants by phone, email, and postal mail to communicate missing requirements and provide clear guidance on how to resolve outstanding items without unnecessary delays.
• Maintain accurate records of application status, correspondence, and processing actions in DCWP's licensing systems.
• Escalate complex or sensitive applications to supervisory staff as appropriate and flag patterns that may indicate systemic issues in the application process.
• Collaborate with the Intake team to ensure consistency between in‑person and online application processing standards.
• Backup others as needed.

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.

• Strong analytical and document review skills, with a high degree of accuracy and the ability to identify errors, omissions, and inconsistencies.
• Proficiency in written communication, including drafting clear, professional correspondence to applicants via phone, email, and postal mail.
• Ability to manage a high volume of open cases simultaneously while meeting processing timelines.
• Strong follow‑through and independent judgment in resolving outstanding application requirements with minimal supervision.
• Fluency in a language in addition to English is 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, please visit the U.S. Department of Education’s website at (Use the "Apply for this Job" box below)..

New York City residency is generally…