Customer Service Specialist

Customer Service Representative 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. 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 Responsibilities include, but are not limited to: 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. Minimum Qualifications 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. Preferred Skills - Experience in a call center, customer service, or telephone-based public service role - Clear, professional verbal communication skills with the ability to explain multi-step processes accurately and accessibly to callers with varying levels of familiarity with licensing requirements - Comfort navigating online portals and digital tools, with the ability to guide applicants through web-based processes in real time over the phone - Strong listening skills and the ability to quickly assess caller needs, triage inquiries, and determine the appropriate course of action - Demonstrated ability to manage high call volumes while maintaining accuracy, patience, and professionalism throughout each interaction - 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.