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

Call Center Representative 2

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:

• 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.

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 the People Soft system, 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
• Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
• Possesses a valid driver's license for travel purposes

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…