Call Center Representative 1 (Temp/Hourly), (SG -09) Item# 00388
About The Position
Respond to customer's inquiries, provide information about agencies' 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. Illustrative duties include: 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 for other reasons; and draft correspondence in reply to in-person and telephone requests from clients, applicants and other persons.
Requirements
- A High School diploma OR have earned a High School Equivalency diploma.
- Six (6) months of full-time equivalent work experience in customer service
- 30 Semester Credit hours
Nice To Haves
- Exhibits excellent interpersonal skills with staff and customers, both in-person and over the telephone
- Possesses effective oral and written skills
- Performs tasks accurately and within specific time frames
- Operates a personal computer and effectively demonstrates a working knowledge of customized Lotus Notes Databases, the PeopleSoft system, the Retirement System's MEBEL database with its different case types and action codes, the Internet and OSC's Intranet in order to access Retirement Systems' laws, policies and procedures
- Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries
Responsibilities
- Respond to customer's inquiries
- Provide information about agencies' programs and services in-person or by telephone
- Conduct interviews to secure complete information and identify the appropriate course of action
- 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 for other reasons
- Draft correspondence in reply to in-person and telephone requests from clients, applicants and other persons
Benefits
- A state pension with vesting after five years' service
- Comprehensive medical, dental and vision insurance available to all employees and their dependents
- Flexible spending accounts for dependent and health care
- Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance
- 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 to promote employee health and wellness
- OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Executive, Legislative, and Other General Government Support
Education Level
High school or GED
Number of Employees
251-500 employees
