Job Description

THIS POSITION MAY BE ELIGIBLE FOR REMOTE WORK FOR UP TO 2 DAYS PER WEEK, PURSUANT TO THE REMOTE WORK PILOT PROGRAM.

**ONLY PERMANENT EMPLOYEES IN THE TITLE, COMPARABLE TITLE (UNDER 6.1.9), ELEGIBLE FOR 55A, AND THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. EMAIL YOUR RESUME AND COVER LETTER TO DCWPJOBS@DCWP.NYC.GOV WITH THE JOB ID NUMBER, POSITION NAME IN THE SUBJECT LINE AND EMPLOYEE IDENTIFICATION NUMBER (EIN).

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to be educated consumers and to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp or on its social media sites, Twitter, Facebook, Instagram and YouTube.

DCWP’s General Counsel Division seeks an Intake Specialist to be a member of a collaborative team of employees engaged in answering calls from the consumer hotline and processing consumer complaints. The Intake Specialist’s responsibilities will include but are not limited to:

• Communicating and interacting with consumers and businesses on consumer-related complaints;

• Analyzing, documenting, and researching consumer complaints in accordance with the laws, rules, and regulations enforced by DCWP;

• Maintaining Agency database and providing reports as needed;

• Performing data entry and inputting detailed, accurate notes in Agency’s system(s) as needed;

• Providing timely follow-up and closure for each consumer complaint;

• Answering calls, and directing callers to appropriate channels in a timely manner;

• Delivering accurate, complete information to callers;

• Processing mail within assigned timeframes;

• Providing front desk reception coverage and assisting walk-in consumers with filing complaints as needed;

• Preparing training materials, maintaining knowledge database, and training others as needed;

• Performing other tasks and assignments as directed.

Qualifications

Qualification Requirements

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Skills Requirement

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

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.