Client Manager

This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program. DCWP is the New York City Department of Consumer and Worker Protection. It licenses and enforces regulations for businesses and protects consumers and workers. The Licensing Division’s General Vending Unit is looking for a Client Manager to serve as the welcoming face of the Licensing Center under the guidance of the Deputy Director of the General Vending Unit. Responsibilities 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 other duties as needed. Minimum Qualifications 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. 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 item 1. 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 described in item 1. Education and/or experience equivalent to items 1, 2, or 3. All candidates must possess the one year of administrative or supervisory experience described in item 1. 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 item 1) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ 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 is a plus. Equal Opportunity Employer 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. #J-18808-Ljbffr