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Jobs · OTHR · New York

Call Center Representative 1, (SG-09)(NYHELPS) Item# 08224(Multiple)

Office of the NYS Comptroller Thomas P. DiNapoli · Menands, NY · 1 mo ago
OTHRFull-time

Responsibilities

Respond to customer inquiries, provide information about agency programs and services in‑person or by telephone, conduct interviews to secure complete information and identify the appropriate course of action, and contact New York State agencies and the private sector to gather information to resolve complaints and process requests.

  • Utilize various information systems to track and respond to inquiries from customers.
  • Explain and interpret information by telephone to applicants, clients, and other customers.
  • Interview applicants, claimants, and other persons who request services to obtain the information needed to complete forms, records, or other documents.
  • Contact clients, applicants, and other persons to schedule interviews, hearings, and appointments.
  • Draft correspondence in reply to in‑person and telephone requests from clients, applicants, and other persons.

Minimum Qualifications

Non‑competitive qualifications for appointment under the NY HELPS Program:

  • High school graduation or equivalency and one year of experience in a position where the primary responsibility was providing customer service to the general public, either in a face‑to‑face environment or a call‑center environment.
  • 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.
  • Examples of qualifying work experience include, but are not limited to: call‑center agent, customer service representative, product sales representative, bank teller, or telemarketer.
  • OR 30 college semester credit hours.

Competitive Minimum Qualifications

You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law.

  • Transfer: For 70.1 transfer to Call Center Representative 1, SG‑9, you must have one year of permanent competitive, or 55‑b/55‑c service in an approved title for transfer allocated to an SG‑7 or above. Verify eligibility via the Career Mobility GOT‑IT website.
  • Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S‑grades or one M‑grade.
  • 55b/55c Program appointment: This position may be designated 55 b/c and is subject to verification of applicant eligibility.

Preferred Qualifications, Knowledge, Skills, and Abilities

  • Excellent interpersonal skills with staff and customers, both in‑person and over the telephone.
  • Effective oral and written communication skills.
  • Ability to perform tasks accurately and within specific time frames.
  • Proficiency with a personal computer and working knowledge of PeopleSoft, the Internet, and OSC’s Intranet to access retirement system laws, policies, and procedures.
  • Extensive knowledge of the Self‑Service Application and basic retirement system knowledge to respond to customer inquiries.

Telecommuting

The Office of the New York State Comptroller supports telecommuting where reasonable based on mission and operational needs. New employees are restricted from telecommuting for at least eight calendar weeks. After that period, employees may telecommute up to five days per pay period if their residence, duties, and performance align with telecommuting requirements.

Benefits

  • State pension with vesting after five years of service.
  • Comprehensive medical, dental, and vision insurance for employees and dependents.
  • Flexible spending accounts for dependent and health care expenses.
  • Productivity Enhancement Program (PEP) – exchange accrued leave for health‑insurance credit.
  • Public Service Loan Forgiveness (PSLF).
  • NYS Deferred Compensation plan.
  • Access to NY 529 and NY ABLE college‑savings programs, and U.S. Savings Bonds.
  • Holiday and paid time off.
  • Shift and geographic pay differentials.
  • Continuous learning environment with informational brown‑bag sessions.
  • Wellness at Work programs.
  • OSC Mentoring Program for networking and competency development.
  • Additional benefits and opportunities for advancement, continuing education, and professional development.

Reasonable Accommodation

The NYS Office of the State Comptroller provides reasonable accommodations to applicants with disabilities. To request accommodation for any part of the application and hiring process, contact the Division of Human Resources at (518) 474‑1924.

Equal Opportunity Employment

The Office of the NYS Comptroller values a diverse workforce and expects all employees to contribute to a professional, inclusive environment. The agency does not participate in E‑Verify and does not sponsor visa applications.

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