Call Center Representative 1 (Hourly)

State of New York•Menands, NY

57d•$20 - $20•Remote

About The Position

Assigned to the OCFS' Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers. Duties include but are not limited to: 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 the information needed to complete forms, records, or other documents. Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties. Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons. Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons. Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries. Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators. Type correspondence, records and other documents in draft and/or final form. Additional duties will be discussed in detail during the interview.

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 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.

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 the information needed to complete forms, records, or other documents.
Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.
Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.
Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons.
Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.
Type correspondence, records and other documents in draft and/or final form.