Business Services Center Representative 1 (NY HELPS) - VID 226904

About the role

The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiency and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.

Responsibilities

• Act as a front line BSC Support Call Center Representative.
• Answer incoming calls from BSC customers and vendors in a timely and friendly manner.
• Provide exceptional customer service to BSC customers, while safeguarding confidential information.
• Evaluate inquiries from customers and provide proper solutions or ticket reassignments.
• Document details from conversations using BSC Oracle RightNow ticketing system.
• Communicate effectively using both written and verbal communication.
• Research needed information using available resources and databases.
• Attend training to gain thorough knowledge of the policies and procedures that relate to the particular service line with the ability to apply them.
• Process service line specific transactions in accordance with standard work and the service line level agreement.
• Resolve difficult processing errors, identify processing system user needs and other more complex transactions.
• Consistently provide quality customer service to all BSC customers.

Requirements

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS)* and applicants must meet the following minimum qualifications to be considered for this position:

• Required experience: Customer service experience in a position with primary responsibility providing customer service in the form of explaining programs, policies, and/or procedures, resolving problems, or reconciling accounts - 2 years required.
• Human resources or business office experience in a position with responsibility for the following: accounts payable, accounts receivable and/or bookkeeping, processing payroll transactions, processing travel expense reports and/or reimbursements, processing transactions for personnel, benefits, and/or time and attendance, reviewing purchasing requisitions, and initiating and processing purchase orders - 1 year required.
• Applicants meeting the customer service criteria, and 30 semester credit hours will be credited with one year of the required experience.
• Applicants meeting the human resources/business office criteria, and 30 semester credit hours will be credited with six months of the required experience.
• Applicants with 60 semester credit hours or more will fully meet the experience requirements.
• Applicants may also be appointed to this position if currently reachable on the appropriate eligible list for this title OR are a current New York State employee with one year or more of qualifying permanent service