Job Description

The Prosecution Division is responsible for the prosecution of all summonses issued by the TLC. The prosecution division includes the Court Unit which investigates and prosecutes over 100,000 summonses each year, and the Consumer Complaint Unit which initiates and prosecute complaints brought by consumers including but not limited to passengers and licensees. TLC’s role is to promote the highest standards of safety and consumer protection in the industries we regulate. TLC is seeking a dynamic and customer-focused individual to join the Agency as an Information Representative. In this role, you will be the first point of contact for our licensees and customers, providing excellent service and resolving inquiries in a timely and efficient manner. (1) Handle inbound calls professionally and efficiently. (2) Provide accurate information about license status, services, and agency policies. (3) Ability to adapt to different customer personalities and handle challenging situations. (4) Excellent communication skills with a customer-centric approach. (5) Document interactions thoroughly and accurately in Cisco Finesse. (6) Follow up on pending issues to ensure timely resolution. (7) Utilize translation services to interpret conversations accurately during phone calls. (8) Detail-oriented with the ability to manage multiple tasks in a fast-paced environment. The selected candidate will also assist with other case support related duties as needed.

Qualifications

For Assignment Level I:

Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school.

For Assignment Level II (Information Technology):

Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school with a specific course of study in information technology, computer science, management information systems, data processing, or closely related field, including or supplemented by 9 semester credits in an acceptable course of study.

For Assignment Level III (Information Technology Fellow):

Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school with a specific course of study in information technology, computer science, management information systems, data processing, or other area relevant to the information technology project(s) assigned, including or supplemented by 9 semester credits in an acceptable course of study. Appointments to this Assignment Level will be made by the Technology Steering Committee through the Department of Information Technology and Telecommunications.

SPECIAL NOTE

Maximum tenure for all Assignment Levels in the title of College Aide is 6 years. No student shall be employed more than half-time in any week in which classes in which the student is enrolled are in session. Students may be employed full-time during their vacation periods.

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.