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

Job Title

Respond to customer's 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 New York State 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

Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller.


No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.


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 Section 70.1 of the Civil Service Law.


Transfer:
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.


To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)


Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.


55b/55c Program appointment:
This position may be designated 55 b/c and is subject to verification of applicant eligibility. For more information on this program, please visit the NYS Department of Civil Service website, 55b/c Recruitment Resources Center (ny.gov)

Additional Comments

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 effectively 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 in order to access Retirement Systems' 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 NYS 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.


OSC offers competitive salaries and benefits, and opportunities for advancement, continuing education, and professional development. We provide a professional environment where employees are encouraged to push themselves while maintaining work-life balance. Our generous benefits package includes:
• 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