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. The Client Services Unit is often the first point of contact when visiting the TLC Long Island City (LIC) facility and is responsible for greeting customers, assisting with the issuance of queue tickets, answering customer questions, and processing various types of transactions all while ensuring TLC customers have a positive overall experience.

The Director of Client Services will be responsible for managing and developing a team of specialists who are dedicated to serving TLC customers with the upmost professionalism. The Director will also be expected to establish operational strategy and goals, ensure clear development plans for the unit, and deliver established service levels.

The ideal candidate will possess experience in supervision; have a strong background in customer service and the proven ability to work in a team environment.

- Manage licensing operations counters, customer service kiosks, DMV satellite office, and related customer areas including the associated work, staff, and other resources.
- Provide excellent customer service to current and prospective licensees while utilizing various systems, databases, rules, and information.
- Oversee licensing transactions and ensure all are in line with TLC guidelines, policies, rules, and regulations.
- Hold staff meetings and supervisor meetings regularly to communicate agency/division/unit initiatives and procedures.
- Look for and implement ways to make licensing processes more efficient and effective for the unit/division/agency and customers.
- Create or change processes in effective and efficient ways with continuous improvement as a priority.
- Research internal and external inquiries and determine proper action or response.
- Assign work to supervisors and staff and hold them accountable for efficiently and accurately completing the work to meet unit/agency deadlines and service delivery levels.
- Perform work assignments to meet deadlines.
- Assist customers at TLC’s public facing customer service counters by answering questions, resolving issues, and handling related TLC licensing matters.
- Resolves difficult workflow problems associated with manual or automated clerical support systems, often in non-standard situations, by adjusting work procedures and methods.
- Assist in the general operation of the unit when needed including but not limited to contacting customers, compiling information, updating records, conducting data entry in various systems, mailing correspondence, reviewing documents, and filing.
- Organize, maintain, and continually update unit SOP’s, and files according to TLC guidelines while looking to improve efficiency and accessibility.
- Review information for accuracy and compliance using various systems and databases.
- Hold disciplinary conduct conferences and escalate when necessary, according to TLC guidelines.
- Approve and deny supervisors/staff time & leave requests; hold supervisors/staff accountable for following time & leave procedures and maintaining appropriate levels of attendance.
- Assist with various special projects at the direction of Assistant and Deputy Commissioners or other senior-level staff.

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

- Proven customer service experience. - Strong strategic problem-solving skills, and a high level of personal initiative. - The ability to thrive in a 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 couples with strong interpersonal and teamwork skills.

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.