Call Center Representative ; SG NYHELPS Item

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; 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.

New York State Comptroller.

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

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).

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.

• 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

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.

The NYS Office of the State Comptroller…