Customer Service Representative

About the organization

The New York City Department of Consumer and Worker Protection (DCWP) works to protect and improve the everyday economic well-being of New Yorkers. The agency licenses nearly 45,000 businesses across more than 40 industries and enforces consumer protection and workplace rules that affect many more. Through fair enforcement and access to guidance, DCWP helps promote a compliant marketplace and supports consumers and working families with resources for financial stability and work-life balance. The agency also researches and advocates for public policy that advances its mission across New York City.

Within DCWP, the Licensing Division serves as the main operational center for businesses that must meet local licensing requirements. It handles licensing for more than 45,000 businesses in over 45 industries and is often the first point of contact for applicants navigating the process. The division plays a key role in making compliance practical, efficient, and fair for responsible businesses operating in the five boroughs.

Role overview

The Fitness Review Unit manages license applications that require fingerprint-based background checks and fitness determinations. This role deals with highly confidential criminal history information and complex, sometimes high-profile, matters. The successful candidate will need to use sound judgment, protect sensitive information, and ensure cases are handled accurately, promptly, and in line with agency policy and procedures.

Key responsibilities

• Review license applications that require fingerprint-based criminal background checks and fitness evaluations.
• Examine confidential criminal history records and assess whether an applicant meets licensing standards under applicable laws, rules, and agency guidance.
• Manage sensitive and confidential information with professionalism, discretion, and care, including complex or high-profile cases.
• Keep case files accurate and update fitness review outcomes in the agency’s systems.
• Work with internal teams, legal personnel, and outside agencies to gather, confirm, and resolve information needed to complete reviews.
• Process assigned cases accurately and within required timelines.
• Answer questions from applicants and internal partners about the fitness review process while preserving confidentiality.
• Track assigned matters, flag issues that need escalation, and raise concerns to management quickly.
• Help update procedures, reports, and reference materials related to fitness review operations.
• Carry out other related duties as needed and provide backup support when required.

Minimum qualifications

A candidate must have a four-year high school diploma, or an equivalent credential approved by a state education department or a recognized accrediting body, plus at least one year of satisfactory clerical experience.

The role also requires keyboard familiarity and the ability to type at least 100 key strokes, or 20 words, per minute.

Preferred strengths

• Strong analytical ability and careful document review skills, with a sharp eye for errors, omissions, and inconsistencies.
• Clear written communication skills, including the ability to draft professional correspondence through phone, email, and postal mail.
• Comfort handling a large number of open cases at the same time while meeting processing deadlines.
• Good independent judgment, persistence, and follow-through when resolving outstanding application issues with limited supervision.
• Ability to speak a language other than English is an advantage.

Eligibility and application notes

Only permanent employees in the civil service title, comparable title under 6.1.9, candidates eligible under the 55a program, and those reachable on the civil service list may apply.

This position may allow remote work for up to 2 days per week under the Flexible Work Pilot Program.

Qualified individuals with a disability who are eligible for the 55-a Program may apply by noting this on the top of their resume and cover letter.

New York City residency is generally required within 90 days of appointment. City employees in certain titles who have worked for the City for 2 continuous years may also be eligible to live in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Confirm whether this applies during the interview process.

As a prospective employee of the City of New York, you may qualify for federal Public Service Loan Forgiveness and state repayment assistance programs.

Equal opportunity notice

The City of New York is an equal opportunity employer committed to building and maintaining a diverse workforce and a workplace free from discrimination and harassment based on protected characteristics.

Additional details

Position title: Clerical Associate - 10251.

Department: New York City Department of Consumer and Worker Protection, Licensing Division, Fitness Review Unit.