Client Manager

About the Department

The New York City Department of Consumer and Worker Protection (DCWP) works to improve everyday economic life for New Yorkers by promoting thriving communities. The agency licenses roughly 45,000 businesses across more than 40 industries, enforces important consumer and workplace protections, and helps create fair, compliant markets. It also supports consumers and working families with tools that encourage financial stability and work-life balance, while carrying out research and policy advocacy that advances its mission.

Within DCWP, the Licensing Division serves as the main operating center for businesses seeking to comply with local licensing requirements across New York City. By licensing more than 45,000 businesses in over 45 industries, the division helps maintain fair competition and accessible, efficient service for responsible small businesses throughout the five boroughs.

Role Overview

The General Vending Unit is hiring a Client Manager to be the first point of contact at the Licensing Center under the direction of the Deputy Director of the General Vending Unit. This role is focused on creating a smoother applicant experience by organizing visitor traffic, reducing avoidable delays, and helping customers complete licensing tasks correctly before they reach a processor. The position calls for strong communication skills, patience, and the ability to support people with different language needs and levels of digital familiarity.

This position may be eligible for remote work for up to 2 days per week under the Remote Work Pilot Program.

Key Responsibilities

• Greet incoming visitors, determine what licensing help they need, and direct them to the right service area to keep customer movement efficient and wait times low.
• Help applicants use check-in systems and verify that they have the required documents and acceptable payment methods before processor review, minimizing preventable delays.
• Guide customers through self-service iPads at the Licensing Center and show them how to use the online licensing portal on their own.
• Support new and renewal applicants in setting up online accounts accurately so that avoidable processing mistakes are reduced.
• Respond to routine licensing questions quickly and accurately, steer applicants toward self-service options when suitable, and help reduce unnecessary appointments.
• Assist with translating written and spoken DCWP communications through Language Line so applicants with limited English proficiency can access services more fairly.
• Spot recurring service obstacles and share them with supervisors so workflow and service processes can be improved.
• Handle application processing, payment processing, and other related duties as assigned.

Minimum Qualifications

Candidates must meet one of the following education and experience combinations, along with at least one year of administrative or supervisory experience as described below:

• A bachelor’s degree from an accredited college plus three years of full-time clerical or administrative experience that is progressively responsible, including one year in an administrative or supervisory capacity involving clerical or administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college plus four years of full-time progressively responsible clerical or administrative experience, including one year of the administrative supervisory experience described above; or
• A high school diploma or equivalent approved by a state department of education or recognized accrediting organization plus five years of full-time progressively responsible clerical or administrative experience, including one year of the administrative supervisory experience described above; or
• An equivalent combination of education and/or experience matching the levels above, provided the required one year of administrative or supervisory experience is still met.

Post-secondary education may replace general clerical or administrative experience at a rate of 30 semester credits for 6 months of experience, up to a maximum of 3.5 years. However, that substitution cannot be used for the required one year of administrative or supervisory experience.

Preferred Background

• Experience in a customer-facing, public service, or hospitality role with high daily visitor volume.
• Comfort using digital tools and tablet-based applications, including the ability to learn and demonstrate self-service platforms quickly.
• Strong interpersonal communication and a calm, patient approach when helping people with different levels of technology confidence.
• Ability to assess needs quickly, manage competing demands, and keep the service area organized and welcoming.
• Commitment to accessible, equitable service for diverse communities.
• Additional language fluency beyond English is an advantage.

Additional Information

This position is open to qualified candidates with disabilities through the 55-a Program. Applicants who wish to be considered under this program should note that on their resume and cover letter.

City of New York employees may be eligible for federal Public Service Loan Forgiveness and state repayment assistance programs. More information is available through the federal student aid program.

New York City residency is generally required within 90 days after appointment. Some current City employees in qualifying titles who have completed two continuous years of City service may instead be eligible to live in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Applicants should confirm how the residency rule applies during the interview process.

The City of New York is an inclusive equal opportunity employer. The organization seeks to recruit and retain a diverse workforce and maintains a workplace free from discrimination and harassment based on any legally protected status or characteristic, including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, pregnancy, and more.