Customer Service Agent

Customer Service AgentThe New York City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles. The TLC oversees a transportation ecosystem that moves nearly 1 million riders every single day the equivalent of the entire Boston transit system. TLC is the agency responsible for regulating New York City's taxicab and for-hire vehicle industry. With approximately 180,000 licensed drivers, 1,000 businesses, 115,000 vehicles including and the iconic yellow taxi at the heart of our city's identity, TLC is entering a new era of dignity, accountability, and collaboration across the for hire vehicle sector. TLC continues to be on the front lines of a rapidly changing mobility landscape and our innovative efforts--whether requiring minimum pay for app drivers, ensuring wheelchair accessible service, making our licensed fleet more environmentally sustainable, working to eliminate traffic fatalities, or preventing discriminatory service--often serve as a model for other cities. In this New Era for TLC, the agency is guided by three core priorities: - Driver and Passenger Dignity ensuring every interaction reflects respect and fairness - Corporate Accountability holding regulated entities to consistent, transparent standards - A Transportation System that Works Together equitable, modern, and accessibleTLC's Licensing and Standards Division is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing processes with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations. We are seeking a highly motivated and experienced Customer Service Agent to join our team. This role combines front-line customer service with administrative and communication expertise to deliver efficient, responsive, and high-quality support across multiple channels.Job Description:Assist customers at TLC's public facing customer service counters by answering questions, resolving issues, and handling related TLC licensing matters in person, via email and on the phone.Review applicant and licensee information at TLC's public facing customer service counters and process transactions accordingly.Review applicant/licensee information and submissions for accuracy and compliance using various systems and databases.Process applications in line with TLC guidelines, rules, and regulations.Perform work assignments to meet unit/agency needs day-to-day, deadlines, and service delivery levels.Provide customer service to current and prospective licensees, on the phone, in person at the customer service counter or via email utilizing various systems, databases, rules, and information.Research internal and external inquiries and determine proper action or response, while maintaining meticulous notes and documentation of service.Assists in the general operation of the unit when needed by compiling information, updating records, mailing correspondence, filing, reviewing and or updating documents complying with TLC rules and regulations.Conduct data entry in various systems and databases and file documents when needed.Assist with various special projects and collaborate with other units on a regular cadence.Serve as a point of contact for procedural questions and situational guidance.Assist in developing training materials and maintaining knowledge base documentation.Help draft communication materials, FAQs, or process guides for internal and public use.Contribute to project planning through administrative support, data collection, or stakeholder communication.Identify recurring issues or trends and compile monthly summary reports.Collaborate with team leaders or supervisors to review findings and recommend actionable service improvements.Participate in process reviews to propose changes that reduce repeat inquiries and improve customer satisfaction.Liaise with other departments to ensure accurate and coordinated information is shared with customers.Escalate complex issues appropriately while maintaining visibility on resolution progress.Ensure consistent messaging and tone across all communication platforms.Note: New Hire Rate: $59,661 After two (2) years of city employment: $64,338*Candidates must currently be serving in a permanent Customer Information Representative civil service title to apply.* *Interested applicants with other civil service titles who meet the preferred requirements may submit a resume for consideration.*Minimum Qualifications:1. A baccalaureate degree from an accredited college or university; or 2 An associate degree or 60 semester credits from an accredited college or university and one year of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or 3. A four-year high school diploma or its educational equivalent and two years of satisfactory, full-time experience as described in "2" above; or 4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 60 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. 5. To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.Preferred Skills:2+ years of full time customer service experience across multiple communication channels, including email, phone, in-person, online portals, virtual meetings, and written correspondence strong strategic problem-solving abilities and a high level of personal initiative excellent interpersonal skills and the ability to work effectively in a distributed, multicultural, and fast-paced environment detail-oriented, with intermediate to advanced knowledge of Microsoft Office applications, including Word, Excel, and Outlook excellent oral, written, analytic, editing, administrative, planning, and computer skills strong communication capabilities.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 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.