Call Center Representative 2, (SG - 14) (NYHELPS) Item# 01830(Multiple)

About the role

The Call Center Representative 2 position involves supervising a team of Call Center Representative 1's and handling more complex calls and issues. This role also includes monitoring calls, providing technical assistance, assisting in policy revisions, and identifying problem trends.

Responsibilities

• Supervise a team of Call Center Representative 1's
• Handle more complex calls and issues to ensure prompt and appropriate resolutions
• Maintain and revise policy and procedure manuals, training documents, and other instructional aids
• Monitor telephone calls and provide technical assistance or training
• Assist in the maintenance and revision of policy and procedure manuals, training documents, and other materials
• 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

Requirements

• New York State Comptroller
• Three (3) years of experience in a position where 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
• Sixty (60) college credits and two (2) years of experience in a similar position
• Bachelor's degree and one year of experience in a similar position
• 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)

Qualifications

• High school graduation or equivalency
• 60 college credits
• Bachelor's degree

Skills

• Excellent interpersonal skills with staff and customers, both in-person and over the telephone
• Effective oral and written communication skills
• Able to perform tasks accurately and within specific time frames
• Proficient in using a personal computer and the PeopleSoft system, the Internet, and OSC’s Intranet
• Knowledge of Self-Service Applications and basic Retirement System knowledge
• Able to effectively supervise subordinate staff and apply Agency policies and procedures
• Possession of a valid driver’s license for travel purposes

Benefits

• A state pension with vesting after five years’ service
• Comprehensive medical, dental, and vision insurance
• Flexible spending accounts for dependent and health care
• Productivity Enhancement Program (PEP)
• 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
• A committed continuous learning environment
• Informational Brown Bag sessions
• Wellness at Work Programs
• OSC Mentoring Program