Call Center Representative 1 (NY HELPS)

$41,399 - $50,884/Yr

State of New York - Menands, NY

Full-time - Entry Level

Menands, NY

Executive, Legislative, and Other General Government Support

About the position

The Call Center Representative 1 (NY HELPS) position at the New York State Office of Children and Family Services involves serving as the first line of contact for customers seeking information about agency programs and services. This role requires effective communication skills to respond to inquiries and assist clients in navigating services. The representative will work within defined guidelines to provide accurate information and support to the public, ensuring a high level of customer service.

Responsibilities

• Responding to customer inquiries via phone, in-person, and electronically.
• Providing information about agency programs and services.
• Explaining and interpreting information to applicants and clients.
• Interviewing applicants and claimants to gather necessary information.
• Contacting other staff and agencies to resolve inquiries and complaints.
• Scheduling interviews and appointments for clients and applicants.
• Drafting correspondence in response to inquiries.
• Completing Call Center forms to gather information and process requests.
• Operating office equipment such as computers and printers.

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.
• Experience in using verbal communication to provide information to the public.

Benefits

• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually
• Up to three (3) days of professional leave annually
• Affordable health insurance programs for employees and dependents
• Family dental and vision benefits at no additional cost
• Membership in the New York State Employees' Retirement System (ERS)
• Access to NYS Deferred Compensation and College Savings Programs
• Public Service Loan Forgiveness (PSLF) program