Call Center Representative 1, (SG - 14) (NYHELPS) Item#

Duties Respond to customer inquiries, provide information about agencies’ programs and services in‑person or by telephone, conduct interviews to secure complete information and identify the appropriate course of action, and contact NewYorkState agencies and the private sector to gather information to resolve complaints and process requests. Illustrative duties include: utilize various information systems to track and respond to inquiries from customers; explain and interpret information by telephone to applicants, clients, and other customers; interview applicants, claimants, and other persons who request services to obtain the information needed to complete forms, records, or other documents; contact clients, applicants and other persons to schedule interviews, hearings, and appointments for other reasons; and draft correspondence in reply to in‑person and telephone requests from clients, applicants and other persons. Minimum Qualifications Non‑Competitive Qualifications for appointment under the NYHELPS Program: High school graduation or equivalency and one year of experience in a position where your primary responsibility was providing customer service* to the general public, either in an environment with substantial face‑to‑face interaction or in a call center environment. 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. Examples of qualifying work experiences include, but are not limited to: call center agent, customer service representative, product sales representative, bank teller, or telemarketer. Examples of non‑qualifying work experiences include, but are not limited to: teacher, direct care worker, cashier, fast food or restaurant worker, front line retail worker (store associate), day care worker, mechanic, barber or hair stylist, security guard, or provider of correctional services. OR 30 college semester credit hours. Competitive Minimum Qualifications You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section70.1 of the Civil Service Law. For 70.1 transfer to Call Center Representative 1, SG‑9, you must have one year of permanent competitive, or 55‑b/55‑c service in an approved title for transfer allocated to an SG‑7 or above. Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade. 55‑b/55‑c Program appointment: This position may be designated 55 b/c and is subject to verification of applicant eligibility. Preferred Qualifications, Knowledge, Skills, and Abilities Exhibits excellent interpersonal skills with staff and customers, both in‑person and over the telephone Possesses effective oral and written skills Performs tasks accurately and within specific time frames Operates a personal computer and demonstrates a working knowledge of customized Lotus Notes Databases, the PeopleSoft system, the Retirement System’s MEBEL database with its different case types and action codes, the Internet and OSC’s Intranet to access Retirement System’s laws, policies and procedures Acquires, retains and applies extensive Self‑Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries Telecommuting The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency’s mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee’s primary residence location, duties, and work performance are aligned with telecommuting and operational needs they may be allowed to do so. Generally, OSC employees may telecommute up to 5 days per pay period but may be approved to telecommute less. Reasonable Accommodation The NYS Office of the State Comptroller provides reasonable accommodations to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at View phone number on click.appcast.io. Equal Opportunity Employment The Office of the New York State Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self‑evaluation and improvement, as well as acceptance and support of coworkers. The Office of the State Comptroller does not participate in E‑Verify or sponsor visa applications. Benefits A state pension with vesting after five years’ service Comprehensive medical, dental and vision insurance available to all employees and their dependents Flexible spending accounts for dependent and health care Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance Public Service Loan Forgiveness (PSLF) NYS Deferred Compensation plan Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds Holiday and paid time off Shift and geographic pay differentials A committed continuous learning environment Informational Brown Bag sessions Wellness at Work Programs to promote employee health and wellness OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas And much more #J-18808-Ljbffr