Call Center Representative
Overview
Qualifications
No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.
High school graduation or equivalency and one year of experience in a position where your primary responsibility was providing customer service to the general public, either in an environment with substantial face-to-face interaction or in a call center environment.
—OR—
- 30 college semester credit hours.
Other Ways to Qualify:
- You're currently reachable on the the appropriate eligible list for this title,
- You're eligible under the 55 b/c program,
- For 70.1 transfer to Call Center Representative 1, SG-9, you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to an SG-7 or above. To determine if you're current Civil Service title is eligible for transfer to this title, visit the Career Mobility website. Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.
Duties
Provides initial personal contact response over the telephone to customers regarding self-service and navigation of the PeopleSoft system.
- Resolves the most straightforward requests, questions or problems by explaining and interpreting the PeopleSoft system (i.e. walks customers through the self-service functionality, on a step by step basis, for the purposes of helping them complete address changes and understanding the loan process including taxability of loans, multiple vs. refinanced loans, and loan eligibility).
- Assists customers in registering for the self-service portal through identification of the callers (i.e. confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers).
- Logs Problem Incident Reports (PIRS) in the event the PeopleSoft system is not operating as designed or there is a system defect; these incidents are reported to the Redesign Team.
Assists in the completion of casework and resolution of other Retirement System matters, as necessary.
- Scans loan forms and completes basic data entry to initiate the loan process.
- Resolves calls pertaining to rudimentary Retirement System matters (i.e. form requests, death reports, faxes, etc.).
Operates a personal computer to access mainframe data and Lotus Notes for the Retirement Systems’ various databases on laws, policies and procedures.
- Demonstrates a working knowledge of the Retirement System’s MEBEL database.
- Demonstrates a working knowledge of the customized Lotus Notes databases, the Internet, and OSC’s Intranet.
Desired Competencies
- 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 60 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.
Cover Letter & Resume
Reference Item #153917-NYSHELPS-CCR1 on your cover letter for proper routing.