Position Information

NY HELPYes

AgencyState, Department of

TitleConsumer Services Representative 1 (NY HELPS) Vacancy ID#192593

Occupational CategoryOther Professional Careers

Salary Grade11

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $47695 to $58447 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

Location

County Albany

Street Address 99 Washington Ave

City Albany

StateNY

Zip Code12231

Job Specifics

Duties Description DUTIES:
The Consumer Services Representative 1 supports the Division of Consumer Protection, Consumer Services Unit (CAU) in providing voluntary mediation for consumer marketplace disputes and assists consumers via its Consumer Helpline call center.
Under the general direction of the Consumer Assistance Unit (CAU) Director and the immediate supervision of the Consumer Services Representative 2, the Consumer Services Representative 1 will be responsible for the following:

Consumer Complaint Mediation
• Mediate large volume of consumer complaints received by the Division of Consumer Protection (DCP) via electronic complaint form, fax, mail or phone. Review each case to determine appropriate action and respond to all complaints in a professional and efficient manner.

• Keep records of any action taken in response to a complaint in the InterTrac for Government database management system to ensure effective case management.

• Respond to all consumer complaints in a timely and effective manner.

• Process incoming internet, facsimile and standard mail complaint forms as directed by Consumer Services Representative 2 or the CAU Director.

• Use mediation skills to promote a fair resolution for both consumer and business.

• Review cases with Consumer Services Representative 2, CAU Director, Division Program Counsel and Division Director as needed, to ensure successful complaint resolution.

• Handle Legislative and other priority consumer complaints as assigned by the Consumer Services Representative 2 or the CAU Director. Provide consistent updates to the supervisor until the consumer's complaint is resolved.

Consumer Helpline Operations
• Answer complex consumer inquiries and educate New York consumers regarding issues of critical import, in a respectful, timely and effective manner via the Level II Consumer Helpline calls.
• Adhere to designated telephone Consumer Helpline staffing schedule and maintain availability to accept consumer calls during assigned business hours.

• Create and maintain a reference file of all educational materials affecting NYS consumers that can be easily accessed for Helpline calls.

• Provide counseling, guidance, and assistance to victims of identity theft or a data breach.

Consumer Services Unit Support
• Advise DCP Director regarding any new consumer trends that may have an impact on a significant number of New York consumers.

• As directed, assist in staffing DCP outreach events.

• Mail complaint forms daily to those consumers that have requested a printed form via a LEVEL I phone call.

• Respond to all requests for educational materials and complaint forms, as assigned.

• Complete database searches for DCP Director/Press Office, as needed.

• Process all FOILS and Press Details as requested by Consumer Services Representative 2, or CAU Director.

• Maintain proficiency in new and existing technology used in the complaint handling process.

• Participate in all mandatory continuing education classes.

• Identify additional Statewide Learning Opportunities that support the role of Consumer Services Representative 1 daily activities and participate in at least two (2) per calendar year.

Minimum Qualifications Minimum Qualifications
Permanent service in this title or one year of permanent competitive or 55 B/C service in a title SG-9or higher and otherwise eligible for transfer under Civil Service Law.

If a degree and/or credit hours are listed, please forward your transcripts with your resume and cover letter.

It is essential that candidates clearly and concisely indicate exactly how they meet the above minimum qualifications in their resume. Failure to show how you meet the minimum qualifications above may result in disqualification and removal from consideration.

NY HELPS
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Non-Competitive Minimum Qualifications
The minimum qualifications for Non-Competitive appointment are:
1. Two years of full-time experience in a position interacting with the general public where your primary responsibilities included:
• Communicating programs, policies, or procedures, and/or resolving customer concerns, issues, or problems.
Or*

2. *30 semester credit hours of college-level study AND one year of full-time experience as described in option
Or*

3. *60 semester credit hours of college-level study.
Competitive Minimum Qualifications
Permanent service in this title or one year of permanent competitive or 55-B/C service in a title SG-9 or higher and otherwise eligible for transfer under Civil Service Law.

If a degree and/or credit hours are listed, please forward your transcripts with your resume and cover letter.

It is essential that candidates clearly and concisely indicate exactly how they meet the above minimum qualifications in their resume. Failure to show how you meet the minimum qualifications above may result in disqualification and removal from consideration.

Additional Comments The Department of State is proud to be an equal opportunity employer. We encourage women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability status, arrest record or criminal conviction history, or any other category protected by law.

We are happy to provide reasonable and religious accommodations during the hiring process for those in need. If you have a disability or special need that requires accommodation, please send a request to HRM.Recruitment@dos.ny.gov.

For new State employees appointed to graded positions, the annual salary is the hiring rate (beginning of the Salary Range) of the position. Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations and negotiated union contracts.

NOTE ON TELECOMMUTING: The Department of State employees may be approved for a maximum of 50% telecommuting, however, they are required to apply and obtain approval through management in accordance with The Department of State Telecommuting Program Guidelines.

Some positions may require additional credentials or a background check to verify your identity.

How to Apply

Name Human Resources / RC

Telephone 518-474-2752

Fax 518-402-3656

Email Address HRM.Recruitment@dos.ny.gov

Address

Street 99 Washington Ave

Suite 1150

City Albany

State NY

Zip Code 12231

 

Notes on ApplyingIf you are interested and meet the minimum qualifications above, email your cover letter, resume, degree/transcript, and New York State Part 1 Application (https://dos.ny.gov/employment-opportunities) to HRM.Recruitment@dos.ny.gov. Please include Title, Location and Vacancy ID # you are applying for in the subject line of your email.