Business Services Center Representative 1 - VID 216843

Duties

The incumbent of this position will work primarily in the Business Services Center Customer Support service line and will be assigned to work in the BSC Call Center.

• 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 a 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 service 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.

Minimum Qualifications

• 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 in a position allocated to a Grade 9 and eligible for transfer under Section 70.1 of the Civil Service Law.

• Examples of non-qualifying experience include but are not limited to: Experience limited to positions such as cashier, supermarket clerk, department store clerk, greeter, retail clerk, forms processor, bartenders, wait staff, fast food worker, restaurant worker, hair stylist, receptionist, transferring calls or taking messages, data entry forms processing, taxi operator/driver, bus driver, mental health aide, direct care or home health aide, social worker, counselor, gas station attendant, officer, security guard.

Additional Comments

The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants from all communities to apply.

For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment.

Note on Telecommuting: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

Some positions may require additional credentials or a background check to verify your identity.