Customer Experience Specialist

The New York City Taxi and Limousine Commission (TLC) is the 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 (include those booked via smartphone app), certain luxury limousines, commuter vans, and paratransit vehicles. These industries serve more than 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's Licensing and Standards Division is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing processes with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations. We are actively seeking technological changes and enhancements to modernize our processes and enhance our customer service, as the Customer Experience Specialist within the Customer Experience Unit, you will be a key part of that change.

Assist customers at TLC's public facing customer service counters by answering questions, resolving issues, and handling related TLC licensing matters in person, via email and on the phone. Work as a customer advocate using all resources, knowledge, and abilities to respond fully to customer inquiries in a way that is comprehensible and clear to the customers. Review applicant and licensee information at TLC's public facing customer service counters and process transactions accordingly.

Review applicant/licensee information and submissions for accuracy and compliance using various systems and databases. Process applications in line with TLC guidelines, rules, and regulations. Perform work assignments to meet unit/agency deadlines and service delivery levels.

Provide customer service to current and prospective licensees, on the phone, in person at the customer service counter or via email utilizing various systems, databases, rules, and information. Research internal and external inquiries and determine proper action or response, while maintaining meticulous notes and documentation of service. Perform work assignments to meet deadlines, organize, maintain, and continually update files to improve efficiency and accessibility.

Assists in the general operation of the unit when needed by compiling information, updating records, mailing correspondence, filing, reviewing and or updating documents complying with TLC rules and regulations. Conduct data entry in various systems and databases and file documents when needed. Assist with various special projects as needed and collaborate with other units on a regular cadence.

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 Proven customer service experience.

• Strong strategic problem-solving skills, excellent interpersonal skills, and a high level of personal initiative.

• The ability to work well in a distributed, multicultural, fast-paced environment.

• Detail oriented and have intermediate to advance knowledge of Microsoft Office applications.

• Excellent oral, written, analytic, editing and computer skills.

• Very strong administrative, planning, analytic and communication skills.

• Ability to make sound judgments. 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 at https://studentaid.gov/pslf/. 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 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.