Thursday, October 30, 2014

Licensee Support/Customer Service

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 yellow medallion taxis, community car services and livery cars, black car services, luxury limousines, commuter vans and paratransit services. Combined, the TLC regulates industries that are responsible for over 500,000 daily trips, serving over 1,000,000 passengers. Our role is to ensure that each passengers riding experience is safe, comfortable and convenient. The TLC's Licensing and Standards Division is responsible for the review and credentialing of all members of TLC-regulated industries ranging from yellow taxi drivers to commuter van base owners. The Division strives to provide a high level of customer and client services for our licensees so that they can provide a safe, comfortable and convenient ride for their passengers.

The Division of Licensing and Standards is looking for individuals who are interested in working directly with the public in a hands-on environment. You will be working with both new and existing applicants in order to ensure that they are receiving the best possible information and their licensing experience is a positive one and the process moves efficiently. The successful candidates should have a positive demeanor; enjoy direct interaction with the public as well as being able to communicate effectively. Candidates will be asked to comment on forms and process as the design and simplification of the forms and documents with which the TLC communicates with our applicants and licensees will fall under this area.

Specific responsibilities (with strong technical\computer skills) will include:
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.
Working with Division staff to implement new customer-service oriented initiatives, various special projects providing guidance to Division personnel in planning out new re-engineering initiatives and assessing their impact and effectiveness in the customer contact and licensing process.
Processing applications, fees and relevant documents for licensing.
Working with Agency Call Center and Licensing Division personnel, utilizing strong skill sets in Word, Visio, Powerpoint and Adobe Professional, to develop forms and procedural guidelines that address issues, topics and concerns that are identified in contacts with prospective and current licensees.

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