Customer Service Agent

The New York City Taxi and Limousine Commission (TLC) regulates for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services (e.g., Uber, Lyft), black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles. TLC’s Licensing and Standards Division seeks a dynamic Customer Service Agent to modernize licensing processes, enhance customer service, and improve operational efficiency. TLC oversees a transportation ecosystem serving nearly 1 million riders daily, with 180,000 licensed drivers, 1,000 businesses, and 115,000 vehicles.

About the Role

This position combines front-line customer service with administrative and communication expertise to deliver efficient, responsive support across multiple channels. The role supports TLC’s priorities: ensuring driver and passenger dignity, promoting corporate accountability, and fostering a collaborative transportation system.

Responsibilities

• Assist customers at TLC’s public-facing service counters by answering questions, resolving issues, and handling licensing matters in person, via email, and by phone.
• Review applicant and licensee information for accuracy and compliance using various systems and databases.
• Process applications in accordance with TLC guidelines, rules, and regulations.
• Provide customer service to current and prospective licensees via phone, in-person, or email, utilizing systems, databases, and regulatory information.
• Research internal and external inquiries, determine proper actions, and maintain meticulous documentation.
• Perform data entry, file documents, and assist with general unit operations (e.g., compiling information, updating records, mailing correspondence).
• Support special projects and collaborate with other units regularly.
• Serve as a point of contact for procedural questions and situational guidance.
• Develop training materials and maintain knowledge base documentation.
• Draft communication materials, FAQs, or process guides for internal and public use.
• Contribute to project planning through administrative support, data collection, or stakeholder communication.
• Identify recurring issues or trends and compile monthly summary reports.
• Collaborate with team leaders to review findings and recommend service improvements.
• Participate in process reviews to propose changes that reduce repeat inquiries and improve customer satisfaction.
• Liaise with other departments to ensure accurate and coordinated information sharing.
• Escalate complex issues while maintaining visibility on resolution progress.
• Ensure consistent messaging and tone across all communication platforms.

Requirements

• A baccalaureate degree from an accredited college or university; or
• An associate degree from an accredited college or university and two years of full-time experience responding to inquiries using computers, databases, and information technology systems in a customer service, help desk, or public information capacity; or
• A four-year high school diploma or equivalent and four years of full-time experience as described above; or
• A satisfactory combination of education and experience.

Satisfactory full-time experience with a New York City government agency in a customer service, help desk, or public information capacity may substitute one year of NYC government work experience for two years of the required experience. College credit may substitute for experience at a rate of 30 semester credits per year of required experience, but all candidates must possess a four-year high school diploma or equivalent.

To qualify for Assignment Level II, candidates must have one additional year of the specified experience. For Assignment Level III, two additional years are required.

Candidates must currently hold a permanent Customer Information Representative civil service title to apply. Applicants with other civil service titles who meet preferred requirements may submit a resume for consideration.

Preferred Skills

• 2+ years of full-time customer service experience across multiple channels (email, phone, in-person, online portals, virtual meetings, written correspondence).
• Strong strategic problem-solving abilities and high personal initiative.
• Excellent interpersonal skills and ability to work in a distributed, multicultural, and fast-paced environment.
• Detail-oriented with intermediate to advanced knowledge of Microsoft Office (Word, Excel, Outlook).
• Strong oral, written, analytic, editing, administrative, planning, and computer skills.
• Proven communication capabilities.

Pay

New hire rate: $59,661. After two years of city employment: $64,338.

Schedule

Work location: Long Island City, NY.

Additional Information

• New York City residency is generally required within 90 days of appointment. Certain city employees may be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County after two continuous years of service.
• This position is open to qualified persons with disabilities eligible for the 55-a Program. Indicate interest at the top of your resume and cover letter.
• Prospective employees may qualify for federal loan forgiveness programs or state repayment assistance. Visit U.S. Department of Education’s website for details.