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TLC Staff

The TLC’s Counter Operations/Customer Service Unit


The Call Center’s Valerie Williams loves to help licensees and applicants.

Do you ever have questions about your TLC license or application? You may have gotten in touch with the TLC’s Call Center or Correspondence Unit. The Call Center and Lost Property Unit agents take an average of more than 400 calls a day from drivers, passengers, vehicle owners, medallion owners, base owners, and other licensees. The Correspondence Unit also answers questions from the public, received through portals like 311 and our website. Our staffers who work in the Call Center and Correspondence Unit have a deep knowledge of current TLC rules, regulations, and department procedures so that they may answer questions effectively from drivers, other licensees, and passengers.

Leslie Rodriguez, a Call Center staff member who speaks English, Spanish, and Portuguese, says she likes to interact with a diverse group of personalities. “That’s the highlight of it for me, feeling like I helped someone,” she said. “It’s good to hear the driver’s perspective; it helps you learn how to help them.” One memorable moment for her at the Call Center was when she helped reunite a kitten forgotten in a taxicab with its owner. “It was adorable,” she said. She has found that each call can be quite different from the next.  “It keeps it interesting,” she said. “You never know what the next call will be about.”


The TLC’s Call Center helps hundreds of applicants and licensees a day with questions about license status, requirements, procedures, new policies, and rules.

Valerie Williams, who also works at the Call Center, loves to help applicants. She gets in early, and always volunteers to help-out if needed. “One of my greatest joys is when they get their license, when they’re happy,” she said. “It’s a good feeling.” One of the most important things she’s learned is how to listen to those who call. “It’s our job to help,” she said. “They just want to be heard.”

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