Customer Service Agent
Core
Front-line customer service agent providing in-person, phone, and email support for licensing matters and regulatory inquiries for NYC's for-hire transportation industry.
Role type
Customer Service Agent (Licensing & Standards Division)
Builds
Efficient, responsive support for TLC licensees and the public
Domain
Public sector transportation regulation
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer service, data entry, database navigation, regulatory compliance, report compilation, process improvement, stakeholder liaison, documentation, issue escalation
Preferred skills
Training material development, FAQ creation, process guide drafting
Technologies
Various systems and databases
Responsibilities
Answer customer questions and resolve issues at counters, phone, and email; review applicant/licensee information for accuracy; process applications per guidelines; conduct data entry and file documents; compile monthly summary reports; identify recurring issues and recommend service improvements; liaise with other departments; escalate complex issues.
Seniority
Individual Contributor, entry to mid-level
