Call Center Representative 1 (Hourly)

Nys Department Of Civil Service • Menands, NY

108d • $20 - $20

About The Position

The Call Center Representative 1 position is assigned to the OCFS' Human Services Call Center, where the representative will work within clearly defined guidelines as the first line staff responding to verbal, written, and electronic inquiries from customers. The role involves providing information about agency programs and services, interviewing applicants and clients, and drafting correspondence in response to inquiries. The representative will also operate office equipment and complete necessary forms to gather information and process inquiries.

Requirements

• Must have 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 experience defined as the use of verbal communication to provide information regarding policies, procedures, services, or products.

Responsibilities

• Responding to customer inquiries.
• Providing information about agencies' programs and services in-person or by telephone.
• Explaining and interpreting information by telephone to applicants, clients, and other customers.
• Interviewing applicants, claimants, and persons who request services to obtain necessary information.
• Contacting other OCFS staff and individuals in the private sector to gather information.
• Scheduling interviews and appointments for clients and applicants.
• Drafting correspondence in reply to requests from clients and applicants.
• Completing Call Center forms to gather information and process inquiries.
• Operating office equipment such as computers, printers, and photocopiers.
• Typing correspondence, records, and other documents.

What This Job Offers

• Job Type: Full-time
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Associate degree