Call Center Representative
TAXI & LIMOUSINE COMMISSION
Call Center Representative Minimum Qual Requirements
1. There are no formal education or experience requirements for this position. However, the ability to understand and carry out simple instructions is required.
2. Candidates must be able to understand and be understood in English.
• Two years of satisfactory customer service experience
• Strong interpersonal and teamwork skills.
• Aptitude for multi-tasking.
• Analytical and Aptitude for problem solving.
• Ability to adapt to a fluid work environment and changing needs and priorities.
• 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.
• Strong computer skills specifically Microsoft applications including but not limited to Word, Excel, Access, PowerPoint, Project and Outlook.
Click, “APPLY NOW” Current city employees must apply via Employee Self-Service (ESS)
31-00 47 Ave, 3 FL, LIC NY
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.
Call Center Representative Job Description
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 we regulate.
TLC is seeking a dynamic and motivated individual to help the Agency 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. We are actively seeking technological changes and enhancements to modernize our processes, and as a Licensing Specialist within the Licensing and Standards Division, you will be a key part of that change. The ideal candidate will possess experience working with a large operation(s); have a strong customer service management background (preferably with diverse populations); a background in using technology to enhance process; and the proven ability to lead and motivate a team. A keen understanding of current and emerging technologies, including web-based applications and databases, is a plus.
TLC has a centralized call center that is connected to the Citywide Services Center, 311, and a Correspondence Unit. The call center and correspondence unit provide 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 and through correspondence 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.
• Assisting the riding public with locating a licensee for property lost in a licensed TLC vehicle.
• Collecting and analyzing and reporting data trends in order to better serve licensees and the riding public.
• Following up on phone calls, complaints and inquiries as needed.
• Working with other Division personnel to develop forms and procedural guidelines that address issues, topics and concerns that are identified in contacts with the riding public, prospective and current licensees.
• Performing basic clerical functions