Call Center Representative 1 (Hourly)

About the Role

Assigned to the OCFS’ Human Services Call Center, you will function as first-line staff responding to verbal, written, and electronic inquiries from customers within clearly defined guidelines.

Responsibilities

• Respond to customer inquiries.
• Provide information about agency programs and services in-person or by telephone.
• Explain and interpret information by telephone to applicants, clients, and other customers.
• Interview applicants, claimants, and persons requesting services to obtain information needed to complete forms, records, or other documents.
• Contact OCFS staff, other State agencies, and private-sector individuals to gather information, resolve complaints, and process requests.
• Schedule interviews, hearings, and appointments for clients, applicants, and other parties.
• Draft correspondence in reply to in-person and telephone requests.
• Complete Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
• Operate office equipment such as computers, printers, scanners, photocopiers, and calculators.
• Type correspondence, records, and other documents in draft and/or final form.

Requirements

• 60 college semester credit hours and one year of work experience in customer service*; OR
• A high school diploma or GED and two years of work experience in customer service.*

*Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.

Background Investigation

All prospective employees will undergo a Criminal Background Check (CBC), including State and federal Criminal History Record Checks. Convictions must be reported; a felony or misdemeanor conviction, or falsified/omitted information on the employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits under applicable laws.

Prospective employees will be fingerprinted to obtain criminal history records and may be required to pay associated fees. They will also be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR) and may be required to pay necessary fees.

For Division of Juvenile Justice and Opportunities for Youth (DJJOY) positions, prospective employees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Those found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may be removed from eligible lists.