The NYC Department of Consumer and Worker Protection (DCWP)—formerly the Department of Consumer Affairs (DCA)—protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to be educated consumers and 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 or on its social media sites, Twitter, Facebook, Instagram and YouTube as @helloDCWP.

Read the City's Social Media Policy: nyc.gov/socialmediapolicy

Industry: Government Administration
Company Size: 201-500 employees

New York City Department of Consumer and Worker Protection

Savvy Admin PROD

**Job Description**

*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.

Licensing seeks a Senior Customer Service Representative to join the Intake team, with strong customer service, communications, and organizational skills.

The prospective candidate will be responsible for the following tasks:

-  Review and process DCWP license applications and all relevant documentation

-  Under supervision, perform clerical work including complex data processing functions, recording, researching, checking and maintaining records and furnishing information to licensing applicants.

-  Check records for accuracy of information and for conformity with established policy and procedures.

-  Monitor and provide coaching to other staff.

-  Perform ordinary mathematical computations while accepting and processing payments, completing close outs, and other tasks as assigned.

-  Provide high-volume customer service to licensing applicants in person and via phone.

-  Assist applicants with outreach to other city agencies, as well as interagency communication to help resolve issues pertaining to their license.

-  Answer telephone calls, emails and written correspondence and communicate applicant information.

-  Attend seminars, meetings and/or trainings.

-  Follow all division and agency policies and procedures.

-  Perform all relevant and related Licensing tasks as assigned when needed.

CLERICAL ASSOCIATE - 10251

**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**

Preferred Skills - Computer literate (MS Word, Excel & Outlook) - Detail oriented - Professional demeanor - Strong oral and communication skills - Organized - Self-motivated - Fluency in a language in addition to English a plus

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.

Senior Customer Service Representative

Our mission is to bring the best new fiction forward. Celebrating and championing emerging authors and the distinctively fresh work they are uniquely capable of writing. Providing our readers with books they might not have found elsewhere. Since our founding in 1926, we’ve chosen many unknown books that later became iconic works of American fiction.

Want to join the club? We’re always looking to hire new teammates, so check out our job posting.

Industry: Online and Mail Order Retail
Company Size: 51-200 employees

Book of the Month

Book of the Month is seeking a Customer Support Team Lead to help manage our high performing customer service team whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, handle sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books.

What you will do…

- Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge

- Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members

- Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases

- Effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports

- Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results

- Conduct root cause analyses on member-reported bugs

**About You…**

- 1-5 years of experience in a Customer Service agent role required

- Previous management experience of agents is a plus.

- Excellent time management and organizational skills.

- Excellent ability to de-escalate and deal with challenging situations.

- Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks.

- Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy

- Curious-minded and passionate about getting to the root of issues

- Ability to effectively communicate with stakeholders outside of customer service

- Interested in commercial fiction and/or ecommerce

-  Experience with Zendesk is a plus

Salary Range: $66,300 - $75,000

Customer Support Team Lead

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