Call Center Representative 1

#1324 - Call Center Representative 1 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. Position Information: Item #'s: 08392, 08393, 08394, 08398, 08399 Location: To Be Determined Bargaining Unit: ASU - Administrative Services Unit (CSEA) Division: Retirement Services Bureau: Benefits Information Services Jurisdictional Class: Competitive Appointment Type: Contingent-Permanent Salary Grade: 009 Salary Range: $42,641 - $52,413 Employment Type: FULL TIME Occupational Category: No Preference NY HELPS: Yes Travel Percentage: 0 Work Week: Monday - Friday Work Hours: 9-5PM Shift: First Shift Day Mandatory Overtime: No Compressed Workweek Allowed: No Telecommuting Allowed: Yes How To Apply: To be considered for the position, you must create a candidate profile and upload the documents specified below. Be sure to include the item number in the file name of your documents when uploading. Cover letter Resume Template* Transcripts Please use the following link to access the Call Center Representative template: *Be sure to use "Additional Qualifications" as the file type when you upload the template to your Infor account. Please note, your resume and cover letter should include concise language detailing how you meet the minimum qualifications required to fill the position. 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. 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 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) Contact Information: If you have questions about this vacancy, please contact: Division Contact: Katrina Connelly [email protected] Human Resources Contact: Takeitha Kelley (518) 474-1924 [email protected] 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 they may be allowed to do so. Upon approval to telecommute, OSC employees may telecommute up to 5 days within the two-week pay period. Reasonable Accommodation The NYS Office of the State Comptroller provides reasonable accommodation 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 (518) 474-1924. 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 (OSC) does not participate in E-Verify and does not sponsor visa applications. Some positions may require additional credentials or a background check to verify your identity.