Senior Customer Service Representative

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.

**This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program. ** 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, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

DCWP’s Licensing Division seeks an Senior Customer Service Representative to work in its Administrative Services Unit. The Administrative Services Unit oversees operations to support the processing of thousands of New York City Department of Health and Mental Hygiene (DOHMH) license applications each year. In providing support to the Licensing Division, the Administrative Services Unit handles personnel, training, recruitment, budget, purchasing, contract, technology, database system issues, communications, supplies, and other administrative issues. Key responsibilities will include, but are not limited to:

• Under supervision, perform clerical work including complex data processing functions, recording, researching, checking and maintaining records; furnishing information to licensing applicants; and processing applications as needed;
• Check records for accuracy of information and for conformity with established policy and procedures;
• Under supervision, prepare and monitor reports;
• Provide high-volume customer service to licensing applicants in person and via phone;
• Onboard and offboard Employees for the Licensing Division;
• Maintain and restock supplies for the Licensing Division;
• Monitor and provide training to other staff;
• Attend seminars, meetings and/or trainings;
• Follow all division and agency policies and procedures; and
• 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; and
• Fluency in a language in addition to English a plus.

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

In addition, the NYC Department of Consumer and Worker Protection (DCWP) offers competitive salaries and the following benefits: Paid Time Off and Holidays

• Paid time off for vacation and personal leave
• Paid time off for sick leave
• A generous holiday package of up to 13 days Health Benefits
• Medical insurance plans
• Dental and vision insurance plans
• Employee Assistance Program (EAP) Financial and Savings Benefits
• 529 College Savings Plan
• Direct Deposit
• Flexible Spending Account Programs
• New York City Municipal Credit Union Savings Program
• Transit Benefit Programs Retirement and Pension Plans
• New York City Employee Retirement System (NYCERS) pension plan
• New York City Deferred Compensation Plan (DCP) 401(k) and 457 plan Additional Benefits for Union Members
• Disability Insurance
• Health Club Reimbursements
• Life Insurance
• Supplemental Hospital Coverage
• Tuition Reimbursement *Please note only employees represented by a labor union may qualify for additional benefits provided by the union welfare fund. Student Loan Forgiveness
• DCWP qualifies as a public service employer, which means our employees may be eligible for the Public Service Loan Forgiveness (PSLF) program. If you have federal student loans, you may be able to have your loans forgiven by working full-time in public service. To learn more about PSLF and its eligibility requirements, visit the Public Service Loan Forgiveness Program website. Employee Discounts
• Apple and Dell products
• Cell phones and plans
• Gym memberships
• Special pricing on event tickets through Barclay Center, Plum Benefits and Working Advantage
• And more!