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. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp. 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'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 #J-18808-Ljbffr