Office Assistant 2 (Customer Service), (NY HELPS)
About The Position
Under the direct supervision of the Senior Director of Quality Assurance & Customer Satisfaction and the general direction of the Vice President of Certification, the Office Assistant 2 will help implement the Division of Minority & Women’s Business Development’s Customer Care Model for Empire State Development customers, including minority- and women-owned business enterprises (MWBEs), New York State agencies and authorities, stakeholders, and strategic partners. The role also supports outreach campaigns, special projects, and the administrative and programmatic activities of the Customer Care Unit. The incumbent provides customer service and technical assistance about the New York State MWBE certification application process and program services through phone, email, video, chat, and, when applicable, in-person channels. The position is based in New York City and is a contingent-permanent appointment.
Requirements
- At least one year of experience in which most work time is spent performing communication tasks centered on customer service, primarily but not exclusively with the general public.
- Candidates must meet the applicable minimum qualifications for the title. The posting describes eligible list, promotional, transfer, and reinstatement eligibility pathways.
Nice To Haves
- An associate or bachelor’s degree with a strong background in customer service and/or customer support.
- Exceptional customer service and interpersonal skills.
- Interest in working with MWBEs.
- Two years of experience in customer service and/or administrative roles supporting internal or external stakeholders.
- Excellent verbal and written communication, organization, and time-management skills.
- Attention to detail and independent follow-through.
- Experience working in a fast-paced setting.
- Critical-thinking and problem-solving abilities.
- Proficiency with technology platforms, database management, and Microsoft Office programs.
Responsibilities
- Provide exceptional service to MWBD customers.
- Respond to a high volume of customer inquiries by phone and email.
- Provide clear, accurate, complete, and concise information about the NYS MWBD certification application process and NYS MWBE Program services, as directed.
- Identify and assess callers’ needs to support customer satisfaction.
- Serve as a source of information for DMWBD, primarily coordinating with the Certification unit and other Empire State Development divisions.
- Handle customer frustrations with empathy and a solutions-based approach.
- Track customer interactions using the Customer Relations Management (CRM) tool.
- Provide technical assistance and explain products and services by telephone, email, video, chat, and in-person when applicable.
- Assist with outreach campaigns, special projects, and the administrative and programmatic work of the Customer Care Unit.
- Perform other projects and assignments as directed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
