Senior 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 Remote Work Pilot Program. **

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 more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to be educated consumers and 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. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp or on its social media sites, Twitter, Facebook, Instagram and YouTube.

DCWP’s Licensing Division is seeking a Senior Customer Service Representative / Clerical Associate with strong customer service, communications, and organizational skills. The prospective candidate will be responsible for the following tasks:

- Perform ordinary mathematical computations while accepting and processing payments.
- Under supervision, perform clerical work including complex data processing functions, recording, researching, checking and maintaining records; furnishing information to licensing applicants; and processing applications.
- Review confidential reports and client background information in order to determine eligibility to obtain licenses.
- Check records for accuracy of information and for conformity with established policy and procedures.
- Under supervision, prepare and monitor reports.
- Monitor and provide coaching to other staff.
- Provide high-volume customer service to licensing applicants in person and via phone.
- Assist applicants with outreach to other city agencies, as well as interagency communication to help resolve issues pertaining to their license.
- 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.
- Assist applicants with outreach to other city agencies, as well as interagency communication to help resolve issues pertaining to their license.
- Answer telephone calls, emails and written correspondence and communicate applicant information.
- Attend seminars, meetings and/or trainings.
- All relevant and related Licensing tasks as assigned when needed
- Follow all division and agency policies and procedures.

CLERICAL ASSOCIATE - 10251

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.

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 protected 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.