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

CLERICAL ASSOCIATE - 10251