Senior Customer Service Representative

Agency Description The New York City Department of Small Business Services (SBS) is a vibrant, client-centered agency whose mission is to serve New York’s small businesses, jobseekers and commercial districts. SBS makes it easier for companies in New York City to start, operate, and expand by providing direct assistance to business owners, supporting commercial districts, promoting financial and economic opportunity among minority- and women-owned businesses, preparing New Yorkers for jobs, and linking employers with a skilled and qualified workforce. SBS continues to reach for higher professional standards through innovative systems, new approaches to government, and a strong focus on its employees. SBS also works to make changes to the overall regulatory environment to help the small business community. Division Description The Division of Business Services (DBS) is dedicated to helping NYC businesses start, operate and expand in New York City while leading systemic change to improve the regulatory environment for businesses. The Division is guided by principles of equity, diversity, and inclusion. Job Description NYC BEST (Business Express Service Team) is a dedicated team who educate and advocate for entrepreneurs as they launch and operate their store front businesses across the five boroughs. Through their knowledge of city agency rules and regulations, the team helps small business owners navigate licenses and permits as well as avoid and reduce fines and violations. The Senior Small Business Advocate works with a specialized unit with in NYC BEST focusing in Street Vending. The Senior Small Business Advocate will play a key leadership role in the successful implementation of the NYC BEST for Street Vendors program, the first-ever dedicated team supporting street vendor small businesses. The Senior Small Business Advocate will develop and implement engagement strategies to drive education-based compliance, leading a team of NYC BEST for Small Business Advocate, Street Vendor Services, and providing multilingual guidance to street vendor businesses with understanding and navigating relevant City policies and regulation. Specific Responsibilities Management Supervise a team of Small Business Advocate, Street Vendor Services; provide guidance and support. Coordinate team schedules and support regulatory training on City/State codes and licensing Assist with administration, timekeeping, and personnel policy enforcement Service Delivery & Engagement Pipeline Proactively engage early-stage entrepreneurs on regulatory guidance before licensing/permitting Present agency and City services via phone, email, meetings, and outreach events Build client pipeline through outreach, partnerships, and referrals Support senior leadership on pipeline projects and partner relationships Lead projects; travel across the five boroughs, including evenings/weekends Represent NYC BEST at community events to raise awareness of City services Conduct onsite walkthroughs, offering one-on-one compliance guidance Help business owners understand requirements, resolve issues, and navigate next steps Explain the regulatory process sequence for businesses Subject Matter Research Research City/NYS codes, permits, and requirements Propose improvements to strengthen NYC BEST's impact Support internal trainings on regulatory and process updates Develop and update training materials Performance Management Ensure KPIs and program goals are met; maintain accurate CRM data Maintain accurate and specific status reports in the designated software or data analysis tools of establishments participating in these services, including inspection activity, plan examination, issues encountered, opening dates, and time saved. Report KPIs regularly to Executive staff via dashboards and presentations Remote Work Policy This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and DC37. However, the nature of the role requires a strong in-person presence, and responsibilities include travel around the 5 boroughs of NYC and on-site engagements as needed. Minimum Qualifications A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above. Preferred Skills Additional language capacity. Preferred fluency or working knowledge of Arabic (Egyptian dialect preferred), Wolof, Spanish, or Mandarin. 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. Equal Opportunity Employment 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. $62,868.00 – $78,000.00 #J-18808-Ljbffr