Client Manager

Client Manager 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 Licensing Division's General Vending Unit is seeking a customer-focused and proactive Client Manager to serve as the welcoming face of the Licensing Center under the guidance of the Deputy Director of General Vending Unit. The Client Manager plays a key role in improving the applicant experience by managing visitor flow, reducing unnecessary delays, and helping customers complete licensing steps efficiently and accurately before they reach a processor. This position requires excellent interpersonal skills, patience, and the ability to communicate clearly across language barriers and varying levels of digital literacy. Responsibilities include, but are not limited to: Direct visitors upon arrival, assess their licensing needs, and guide them to the appropriate service area to ensure efficient customer flow and minimize wait times Assist applicants with check-in tools and confirm they have the proper documentation and accepted forms of payment before they are seen by a processor, reducing avoidable delays Support customers in using self-service iPads at the Licensing Center, providing hands-on guidance to help applicants navigate the online licensing portal independently Assist customers with creating online accounts for new and renewal applications, ensuring accurate account setup to prevent processing errors Provide quick, accurate answers to common licensing questions, reducing unnecessary appointments and redirecting applicants to self-service options where appropriate Assist in translating DCWP correspondence and verbal communications using the Language Line, ensuring equitable access to licensing services for applicants with limited English proficiency Identify systemic barriers to service completion and communicate recurring issues to supervisory staff for process improvement Process applications and payments, and others as needed Minimum Qualifications 1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or 3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; 4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 years. Preferred Skills - Experience in a customer-facing, public service, or hospitality role with high daily visitor volume - Comfort with digital tools and tablet-based applications, with the ability to quickly learn and demonstrate self-service platforms to others - Strong interpersonal skills and a calm, patient demeanor when assisting applicants with varying levels of technological literacy - Ability to quickly assess applicant needs, triage competing demands, and maintain an organized, welcoming service environment - Demonstrated commitment to accessible, equitable service delivery across diverse communities Fluency in a language in addition to English a plus. 55a Program 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. Public Service Loan Forgiveness 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 Residency Requirement 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. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview. Additional Information 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.