Call Center Representative 2,(SG-14)(NYHELPS) Item# 08374(Multiple

Position: Call Center Representative 2,(SG-14)(NYHELPS) Item# 08374(Multiple)
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Review Vacancy

Date Posted 08/11/26

Applications Due
08/21/26

Vacancy ID221612

* Basics

* Schedule

* Location

* Job Specifics

* How to Apply

NY HELPYes

Agency State Comptroller, Office of the

Title Call Center Representative 2,(SG-14)(NYHELPS) Item# 08374(Multiple)

Occupational Category No Preference

Salary Grade
14

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary Range From $56506 to $68630 Annually

Employment Type

Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 25%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address 800 N. Pearl Street

City Albany

StateNY

Zip Code
12204

Duties Description Supervise a team of Call Center Representative 1's and directly handle the more complex calls and issues to ensure a prompt and appropriate resolution of problems and that any necessary corrective actions are taken. Monitor telephone calls taken by subordinate staff and/or have direct customer contact to ensure adherence to quality control, performance, and operation standards; provide technical assistance or training;

assist in the maintenance and revision of policy and procedure manuals, training documents, and other materials which serve as instructional aids; and identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling. Perform call taking and electronic functions during peak volume times and for staff coverage.

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.

Civil Service examinations are not required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.

Non-Competitive Qualifications for appointment under the NYHELPS Program:

For appointment to a Call Center Representative 2 you must have:

High school graduation or equivalency AND three (3) years 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.

OR

60 college credits AND two (2) years 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.

OR

Bachelor's degree AND a 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.

70.1 Transfer:

For a 70.1 transfer to a Call Center Representative 2, SG-14, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 12 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.

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.

Provisional and/or Non-Competitive promotion (NCP) qualifications:

You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive or 55-b/55-c service as a Call Center Representative 1 or Call Center Representative 1 (Spanish Language) (SG-09).

Provisional and/or NCP notes:

If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.

If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service.

Additional Comments

Preferred Qualifications /Knowledge, skills, and abilities:

* Exhibits excellent…