Call Center Representative

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 yellow medallion taxis, community car services, livery cars, black car services, luxury limousines, commuter vans and paratransit services. Combined, the TLC regulates industries that are responsible for over 500,000 daily trips, serving over 1,000,000 passengers. Our role is to ensure that each passenger’s riding experience is safe, comfortable and convenient. The TLC’s Licensing and Standards Division is responsible for the review and credentialing of all members of TLC-regulated industries ranging from yellow taxi drivers to commuter van base owners. In total, there are 14 different license types with over 150,000 licensees managed by the Division. The Division strives to provide a high level of customer and client services.

The New York City Taxi and Limousine Commission (TLC) has a centralized call center that is connected to the Citywide Services Center, 311, and a Correspondence Unit. The call center and correspondence unit provide assistance and information to three diverse groups; the general riding public, TLC licensees and licensing applicants. We are looking for highly motivated individuals that enjoy the challenges and rewards of working with the public, hands-on, through telecommunications and through correspondence while utilizing excellent customer service skills. Specific responsibilities will include, but are not limited to:

• Working directly with the public in a hands-on, direct service provider to customer environment, providing and disseminating information and handling customer questions and concerns efficiently and effectively.

• Assisting in training new and existing staff on Licensing Division policies and procedures.

• Assisting the riding public with locating a licensee for property lost in a licensed TLC vehicle.

• Writing, editing, reviewing, evaluating and updating content in the Call Center/Customer Service FAQ database

• Following up on phone calls, complaints and inquiries as needed.

• Keeping abreast of TLC rules, regulations and departmental procedures particularly changes to current procedures, in order to respond to licensee and applicant inquiries regarding license status, requirements, procedures, new policies and rules.

• Working with other Division personnel to develop forms and procedural guidelines that address issues, topics and concerns that are identified in contacts with the riding public, prospective and current licensees.

• Identifying new technologies to assist the Call Center Representatives in their daily tasks.

Minimum Qual Requirements

Qualification Requirements

1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or

2. Education and/or experience which is equivalent to “1” above.

Preferred Skills

• Skilled in effective, clear and persuasive oral and written communications. A candidate’s bi-lingual ability will be a strong component in the selection process

• Two years of satisfactory customer service experience

• Strong interpersonal and teamwork skills.

• Aptitude for multi-tasking.

• Analytical and Aptitude for problem solving.

• Ability to adapt to a fluid work environment and changing needs and priorities.

• Strong computer skills specifically Microsoft applications including but not limited to Word, Excel, Access, PowerPoint, Project and Outlook.

To Apply

Click, “APPLY NOW” Current city employees must apply via Employee Self-Service (ESS)

Work Location

31-00 47 Ave, 3 FL, LIC NY

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.