Senior Customer Service Representative

Senior Customer Service Representative

The NYC Department of Consumer and Worker Protection (DCWP) is the nation's leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City's Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live.

Licensing seeks a Senior Customer Service Representative to join the Customer Service team, with strong customer service, communications, and organizational skills. The prospective candidate will be responsible for the following tasks:

• Review and process applications in all DOHMH license applications and all relevant information.
• Perform clerical work including complex data processing functions, recording, researching, checking and maintaining records and furnishing information to all licensing applicants.
• Check records for accuracy of information and for conformity with established policy and procedures.
• Monitor and provide coaching to other staff.
• Perform ordinary mathematical computations while accepting and processing payments, completing close outs, and other tasks as assigned.
• Provide high-volume customer service to licensing applicants in person and via phone.
• Assist applicants with outreach to other city agencies, as well as interagency communication to help resolve issues pertaining to their license.
• Assist coverage with receptionist/front desk duties.
• Answer telephone calls, emails and written correspondence and communicate applicant information.
• Attend seminars, meetings and/or trainings.
• Follow all division and agency policies and procedures.
• Perform all relevant and related Licensing tasks as assigned when 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 - Computer literate (MS Word, Excel & Outlook) - Detail oriented - Professional demeanor - Strong oral and communication skills - Organized - Self-motivated - 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.

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.

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.