Customer Service Agent

About the role

The New York City Taxi and Limousine Commission (TLC) regulates for‑hire transportation in New York City, overseeing taxis, street‑hail liveries, high‑volume services such as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles. With approximately 180,000 licensed drivers, 1,000 businesses, and 115,000 vehicles, TLC is entering a new era of dignity, accountability, and collaboration. The Licensing and Standards Division seeks a dynamic Customer Service Agent to provide excellent customer service and improve internal operational efficiency.

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 on the phone.
• Review applicant and licensee information at the counters and process transactions accordingly.
• Verify applicant/licensee submissions for accuracy and compliance using various systems and databases.
• Process applications in line with TLC guidelines, rules, and regulations.
• Perform work assignments to meet unit/agency needs, deadlines, and service delivery levels.
• Provide customer service to current and prospective licensees through phone, in‑person, or email, utilizing multiple systems, databases, rules, and information sources.
• Research internal and external inquiries, determine proper action or response, and maintain meticulous notes and documentation.
• Assist in general unit operations by compiling information, updating records, mailing correspondence, filing, and reviewing or updating documents to comply with TLC rules and regulations.
• Conduct data entry in various systems and databases and file documents as needed.
• Support special projects and collaborate regularly with other units.
• Serve as a point of contact for procedural questions and situational guidance.
• Help 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 or supervisors to review findings and recommend actionable 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 is shared with customers.
• Escalate complex issues appropriately while maintaining visibility on resolution progress.
• Ensure consistent messaging and tone across all communication platforms.

Qualifications

• A baccalaureate degree from an accredited college or university; or
• An associate degree or 60 semester credits from an accredited college or university **and** one year of satisfactory, full‑time experience responding to inquiries utilizing 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 educational equivalent **and** two years of satisfactory, 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 responding to inquiries using computers, databases, and IT systems may be substituted on the basis of one year of NYC government work experience for two years of the experience described in the second bullet.
• College credit may be substituted for the experience in a customer‑service, help‑desk, or public‑information capacity on the basis of 60 semester credits for each year of that experience.
• All candidates must possess a four‑year high school diploma or its educational equivalent.
• To be eligible for 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 the second bullet.
• Current permanent Customer Information Representative civil service title is required; candidates with other civil service titles who meet the preferred requirements may submit a resume for consideration.

Pay

New Hire Rate: $59,661.
After two (2) years of city employment: $64,338.

Location

Long Island City, NY.