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 (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 it regulates.

TLC is seeking a dynamic and motivated individual to help the Commission continue its work to develop a modern, innovative approach to the licensing process with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations.

TLC has a centralized call center that is connected to the Citywide Services Center and 311. The call center provides 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 while utilizing excellent customer service skills. Specific responsibilities will include, but are not limited to:

- 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 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.
- Working with other Division personnel to develop forms and procedural guidelines that address issues, topics and concerns that are identified during contact with the riding public, and prospective/current licensees.
- Skilled with de-escalation techniques to handle situations involving dissatisfied applicants, vendors, clients, by offering patient assistance and support.
- Collaborate with other units to improve customer service.
- Support the onboarding of new employees and inform them about the Commission’s customer management policies.
- Guide callers through navigating the Commission’s website to obtain information, process payments, and schedule appointments.
- Following up on phone calls and inquiries as needed.
- Performing basic clerical functions
- Utilize excellent customer service skills and use of translation services when needed
- Assist with special projects as needed

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.

- 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. - Aptitude for multi-tasking coupled with great active listening skills. - A patient and empathetic attitude. - Analytical with a skillfulness 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, and Outlook.

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.

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/.

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.

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.