Customer Service Representative

Customer Service Representative

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 Fitness Review Unit is responsible for processing license applications that require fingerprint-based background checks and fitness reviews. This position handles highly sensitive and confidential criminal history information, including complex and high-profile cases. The selected candidate must exercise sound judgment, maintain strict confidentiality, ensure accurate and timely case processing, and apply agency policies and procedures with professionalism, discretion, and attention to detail. Responsibilities include, but are not limited to:

• Process license applications requiring fingerprint-based criminal background checks and fitness reviews;
• Review and evaluate confidential criminal history records to determine an applicant's fitness for licensure in accordance with applicable laws, rules, and agency policies;
• Handle highly sensitive and confidential information, including complex and high-profile cases, with the highest level of discretion and professionalism;
• Maintain accurate case records and document fitness review determinations in agency systems;
• Coordinate with internal units, legal staff, and external agencies to obtain, verify, and resolve information needed to complete fitness reviews;
• Ensure fitness review cases are processed accurately and within established timeframes;
• Respond to inquiries from applicants and internal stakeholders regarding the fitness review process while maintaining confidentiality requirements;
• Monitor assigned cases, identify issues requiring escalation, and communicate concerns to management in a timely manner;
• Assist with developing and updating procedures, reports, and guidance related to the fitness review process.

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

- Strong analytical and document review skills, with a high degree of accuracy and the ability to identify errors, omissions, and inconsistencies - Proficiency in written communication, including drafting clear, professional correspondence to applicants via phone, email, and postal mail - Ability to manage a high volume of open cases simultaneously while meeting processing timelines - Strong follow-through and independent judgment in resolving outstanding application requirements with minimal supervision - 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.