The New York City Department of Consumer and Worker Protection (DCWP) safeguards residents from unfair practices and ensures safe workplaces across the five boroughs. This Customer Service Representative role anchors our frontline response, guiding callers through disputes and violations with precision and empathy. Daily duties center on triaging high-volume calls about predatory lending, unlicensed contractors, and overtime claims. Representatives log interactions in our Salesforce-based system, escalate complex cases to investigators, and educate on resources like the Worker Justice portal. Expect to collaborate on outreach campaigns targeting immigrant communities and small businesses in Queens and Brooklyn, resolving 50+ cases per shift while upholding data privacy standards. A high school diploma suffices, paired with two years in call centers or public service. Proficiency in Microsoft Office and CRM tools is essential; bilingual skills in Spanish or Mandarin yield preference. Familiarity with NYC labor codes strengthens applications. Core competencies include rapid issue diagnosis, de-escalation under pressure, and clear multilingual communication. Multitasking amid peak-hour surges proves vital. DCWP fosters inclusive teamwork in a mission-driven setting. Offices in Lower Manhattan offer collaborative spaces. Market-rate compensation includes comprehensive health coverage, generous PTO, and transit subsidies.