Customer Service Agent

About the role

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles. TLC’s Licensing and Standards Division seeks a dynamic and motivated Customer Service Agent to help modernize licensing processes with the goals of providing excellent customer service and improving internal operational efficiency.

The TLC oversees a transportation ecosystem that moves nearly 1 million riders daily. With approximately 180,000 licensed drivers, 1,000 businesses, and 115,000 vehicles—including the iconic yellow taxi—TLC is entering a new era focused on dignity, accountability, and collaboration across the for-hire vehicle sector. The agency leads innovative efforts in areas such as minimum pay for app drivers, wheelchair accessibility, environmental sustainability, traffic safety, and preventing discriminatory service, often serving as a model for other cities.

Responsibilities

• Assist customers at TLC’s public-facing customer service counters by answering questions, resolving issues, and handling licensing matters in person, via email, and by phone.
• Review applicant and licensee information at customer service counters and process transactions in compliance with TLC guidelines, rules, and regulations.
• Verify accuracy and compliance of applicant/licensee submissions using various systems and databases.
• Process applications according to TLC standards.
• Perform day-to-day work assignments to meet unit, agency, and service delivery deadlines.
• Provide customer service to current and prospective licensees through multiple channels, utilizing systems, databases, and regulatory information.
• Research internal and external inquiries, determine appropriate actions or responses, and maintain meticulous documentation.
• Support general unit operations by compiling information, updating records, mailing correspondence, filing, and reviewing documents in compliance with TLC rules.
• Conduct data entry in various systems and databases and file documents as needed.
• Assist with special projects and collaborate regularly with other units.
• 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.
• Provide administrative support for project planning, including data collection and 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 its equivalent and four years of full-time experience as described above; or
• A satisfactory combination of education and experience.

Satisfactory full-time experience working for 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 on the basis of 30 semester credits for each year of the required experience, but all candidates must possess a four-year high school diploma or its equivalent.

To be eligible for Assignment Level II, candidates must have one additional year of the specified full-time experience. For Assignment Level III, candidates must have two additional years of the specified full-time experience.

Candidates must currently be serving in a permanent Customer Information Representative civil service title to apply. Interested applicants with other civil service titles who meet the preferred requirements may submit a resume for consideration.

Pay

New Hire Rate: $59,661. After two years of city employment: $64,338.

Location

Long Island City, NY