Job Description

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.

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.