Senior Customer Experience Specialist

Senior Customer Experience Specialist Apply Senior Customer Experience Specialist Agency: TAXI & LIMOUSINE COMMISSION Posted on: 12/01/2023 Job type: Full-time Location NYC-ALL BOROS Title Classification: Exam may be required Department Call Center Salary range: $57,976.
00 – $66,672.
00 Job Description The New York City Taxi and Limousine Commission (TLC) is the agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, green Boro taxis, community car services, black cars (include those booked via smartphone app), certain luxury limousines, commuter vans, and paratransit vehicles.
These industries serve more than 1,000,000 passengers each day and are a key component of the City’s transportation network.
Through functions such as driver background checks, vehicle inspections, and driver education, TLC’s role is to promote the highest standards of safety and consumer protection in the industries we regulate.
TLC’s Licensing and Standards Division is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing processes with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations.
We are actively seeking technological enhancements to modernize our processes.
As a Senior Customer Experience Specialist within the Customer Experience Unit, you will be a key part of that change.
The Senior Customer Experience Specialist will be responsible for providing potential and existing customers with exceptional services, understanding customer needs and improving customer experience.
Liaison with the supporting units to resolve customers inquiries and acting as the back-up to the Customer Experience Manager.
- Assist customers at TLC’s public facing customer service counters by answering questions, resolving issues, and handling related TLC licensing matters.
- Serve as a customer advocate, utilizing all available resources, knowledge, and skills to provide comprehensive and easily understandable responses to customer queries.
- Review applicant and licensee information at TLC’s public facing customer service counters and process transactions accordingly.
- Review applicant/licensee information and submissions for accuracy and compliance using various systems and databases.
- Problem solves by Identifying issues and analyzing relevant information to develop and assess various options, ultimately implementing effective solutions.
- Process applications in line with TLC guidelines, rules, and regulations - Perform work assignments to meet unit/agency deadlines and service delivery levels.
- Provide customer service to current and prospective licensees, on the phone, in person at the customer service counter or via email utilizing various systems, databases, rules, and information.
- Research internal and external inquiries and determine proper action or response, while maintaining meticulous notes and documentation of service - Perform work assignments to meet deadlines, organize, maintain, and continually update files to improve efficiency and accessibility.
- Assists in the general operation of the unit when needed by compiling information, updating records, mailing correspondence, filing, reviewing and or updating documents complying with TLC rules and regulations.
- Conduct data entry in various systems and databases and file documents when needed.
- Update and define unit corresponding templates.
- Assist with onboarding training for new employees.
- Act as a resolutions specialist to escalate and process applications as needed.
- Support team in supervisors’ absence and take the lead in bi-weekly scenario-based workshops.
Minimum Qualifications 1.
A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or 2.
An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or 3.
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; 4.
Education and/or experience equivalent to "1", "2", or "3" above.
However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above.
Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Preferred Skills *Candidates must be serving permanently in the civil service title of Principal Administrative Associate.
* *Interested applicants with other civil service title who meet the preferred requirements should also submit a resume for consideration.
* - Proven customer service experience.
- Strong strategic problem-solving skills, excellent interpersonal skills, and a high level of personal initiative.
- The ability to work well in a collaborative, fast-paced environment.
- Detail oriented and possesses advanced knowledge of Microsoft Office applications.
- Excellent oral, written, analytical, editing and computer skills.
- Strong administrative, planning, and communication skills.
55a Program This position is also open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.
For more information, please visit the U.
S.
Department of Education’s website at https://studentaid.
gov/pslf/.
Residency Requirement New York City residency is generally required within 90 days of appointment.
However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.
To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
Minimum Qualifications 1.
A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or 2.
An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in \"1\" above; or 3.
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in \"1\" above; 4.
Education and/or experience equivalent to \"1\", \"2\", or \"3\" above.
However, all candidates must possess the one year of administrative or supervisory experience as described in \"1\" above.
Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in \"1\" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Preferred Skills *Candidates must be serving permanently in the civil service title of Principal Administrative Associate.
*\n*Interested applicants with other civil service title who meet the preferred requirements should also submit a resume for consideration.
* \n\n- Proven customer service experience.
\n- Strong strategic problem-solving skills, excellent interpersonal skills, and a high level of personal initiative.
\n- The ability to work well in a collaborative, fast-paced environment.
\n- Detail oriented and possesses advanced knowledge of Microsoft Office applications.
\n- Excellent oral, written, analytical, editing and computer skills.
\n- Strong administrative, planning, and communication skills.
55a Program This position is also open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.
For more information, please visit the U.
S.
Department of Education’s website at https://studentaid.
gov/pslf/.
Residency Requirement New York City residency is generally required within 90 days of appointment.
However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.
To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
Job ID 618031 Title code 10124 Civil service title PRINCIPAL ADMINISTRATIVE ASSOC Title classification Competitive-1 Business title Senior Customer Experience Specialist Experience level: Experienced (non-manager) Number of positions 1 Work location 31-00 47 Ave, 3 FL, LIC NY Category: Constituent Services & Community Programs