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Job Description
The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, Green Boro Taxis, community car services, black cars, certain luxury limousines, commuter vans, and paratransit vehicles. These industries serve over 1,000,000 passengers each day and are a key component of the city's transportation network. Through functions such as driver background checks, vehicle inspections, and driver education, TLC's role is to promote the highest standards of safety and consumer protection in the industries we regulate.
TLC Client Services unit is looking to grow their team. The Client Services is responsible for application processing electronic submissions and in-person requests for transfer applications for FHV, SHL, and Medallions. The ideal candidate will possess experience in data entry, customer service, and service delivery dealing directly with the public; We are looking for candidates with strong customer service background; and the proven ability to work in a team environment.
Specific responsibilities will include but are not limited to the following:
- Processing licensing applications, fees, and relevant documents for customers / licensees
- Review and process documents and information for customers throughout the day in a fast-paced environment
- Enter customer information into a computer transcribed from an application and customer documents
- Process NYS DMV and TLC transactions and payments according to standard operating procedures.
- Provide customer service whether in-person, on the telephone or via email to customers while utilizing various systems, databases, rules and information.
- Read, review and follow all Division/Unit SOPs with the upmost level of integrity.
- Organize, sort, make copies and save electronic files as pertains to the unit's work.
- Research internal and external escalated inquiries and determine proper action or response.
- Liaise between supervisors and staff by assisting with any escalated customer issues that may arise.
- Troubleshoot problems that arise at the counter or stem from counter operations.
- Assist with training new staff on TLC counter operations.
- Prepare DMV reports and ensure daily reconciliation is successful.
- Monitor queuing system to manage relative service delivery levels.
- Identify ways to positively impact staff providing quality customer service.
Qualifications
1. A baccalaureate degree from an accredited college or university; or
2. An associate degree from an accredited college or university and two years 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 four 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 30 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.
To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.
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.
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.
Job Description
The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, Green Boro Taxis, community car services, black cars, certain luxury limousines, commuter vans, and paratransit vehicles. These industries serve over 1,000,000 passengers each day and are a key component of the city's transportation network. Through functions such as driver background checks, vehicle inspections, and driver education, TLC's role is to promote the highest standards of safety and consumer protection in the industries we regulate.
TLC Client Services unit is looking to grow their team. The Client Services is responsible for application processing electronic submissions and in-person requests for transfer applications for FHV, SHL, and Medallions. The ideal candidate will possess experience in data entry, customer service, and service delivery dealing directly with the public; We are looking for candidates with strong customer service background; and the proven ability to work in a team environment.
Specific responsibilities will include but are not limited to the following:
- Processing licensing applications, fees, and relevant documents for customers / licensees
- Review and process documents and information for customers throughout the day in a fast-paced environment
- Enter customer information into a computer transcribed from an application and customer documents
- Process NYS DMV and TLC transactions and payments according to standard operating procedures.
- Provide customer service whether in-person, on the telephone or via email to customers while utilizing various systems, databases, rules and information.
- Read, review and follow all Division/Unit SOPs with the upmost level of integrity.
- Organize, sort, make copies and save electronic files as pertains to the unit's work.
- Research internal and external escalated inquiries and determine proper action or response.
- Liaise between supervisors and staff by assisting with any escalated customer issues that may arise.
- Troubleshoot problems that arise at the counter or stem from counter operations.
- Assist with training new staff on TLC counter operations.
- Prepare DMV reports and ensure daily reconciliation is successful.
- Monitor queuing system to manage relative service delivery levels.
- Identify ways to positively impact staff providing quality customer service.
Qualifications
1. A baccalaureate degree from an accredited college or university; or
2. An associate degree from an accredited college or university and two years 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 four 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 30 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.
To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.
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.
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.
