Call Center Representative 1 (Hourly)

Job Title

Assigned to the OCFS' Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers.

Duties include but are not limited to:

• Responding to customer inquiries.
• Providing information about agencies' programs and services in-person or by telephone.
• Explaining and interpreting information by telephone to applicants, clients, and other customers.
• Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents.
• Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.
• Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.
• Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons.
• Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
• Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.
• Typing correspondence, records and other documents in draft and/or final form.
• Additional duties will be discussed in detail during the interview.

Minimum Qualifications

Must have 60 college semester credit hours and one year of work experience in customer service; OR a high school diploma or GED and two years of work experience in customer service.

*Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.

Additional Comments

Background Investigation Requirements:

• All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee's employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information, and may be required to pay any necessary fees.
• All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.
• For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.

The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff, and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS's mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.

Some positions may require additional credentials or a background check to verify your identity.