Temporary and Disability Assistance, Office

Call Center Representative

Duties Description

Answer calls in a busy call center.

Interview the caller to gather complete information and identify the purpose of the call. Communicate with the caller clearly and politely to explain the process and next steps for the caller.

Redirect call to proper subject matter expert queue.

Practice and ensure compliance with OAH procedures.

Escalate issues to supervisor and management when appropriate.

Monitor and respond to inquiries in Unit's shared mailbox.

Review and make necessary corrections to information in the Fair Hearings Information System about dispositions.

Review and accurately route incoming faxes via the "Faxinator" computer program.

Process incoming correspondence and route to appropriate OAH staff.

Minimum Qualifications

NY HELPS:
This title is part of the New York Hiring for Emergency Limited Placement Statewide program (NY HELPS). For the duration of the NY HELPS Program, candidates may be hired via a non-competitive appointment if they meet the below NY HELPS minimum qualifications.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

NON-COMPETITIVE

QUALIFICATIONS:

One year of experience where most work time is spent performing various communication tasks centered on customer service, and primarily, but not exclusively, deal with the general public.

COMPETITIVE

QUALIFICATIONS:

Eligible for a lateral transfer or eligible for transfer under Section 70.1 of the Civil Service Law by having one year of permanent competitive service in an appropriate title. Information regarding transfer eligibility is available on the Civil Service Career Mobility Office website.

OR Reachable on the appropriate eligible list in Albany.

Additional Comments

A full-time, permanent appointment will be made. If certified by Civil Service, mandatory reemployment list candidates must be considered first for appointment to this title. Candidates must be legally authorized to work in the United States.

Your resume must indicate how you meet the minimum qualifications for this position. Non-specific submissions may be disqualified from further consideration if the information you provide does not meet the minimum qualifications.

Telecommuting up to 50% may be available in accordance with The Office of Temporary and Disability Assistance policy and can be discussed during the interview.

Interested applicants should send an email with their resume to Job postings.gov and reference posting #26-125. DO NOT REFERENCE THE VACANCY R.

NYS OTDA seeks to promote a diverse workforce that is a representation of the various cultures, voices, backgrounds, ideas, and talents of the citizens and communities that we serve. In alignment with New York State's Executive Orders 187 and 31, OTDA is committed to advancing diversity, equity, inclusion, and accessibility by fostering an inclusive workplace.