Position Information

NY HELPNo

AgencyHigher Education Services Corporation

TitleCall Center Representative 2

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitCSEA Local 658 (NYS Teachers’ Retirement System)

Salary RangeFrom $27.06 to $32.87 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

Location

County Albany

Street Address 99 Washington Ave Albany NY 12210

City Albany

StateNY

Zip Code12110

Job Specifics

Duties Description 1. Supervise and assign work to staff, coordinate schedules and the flow of calls
through the Communication Center, analyze and prioritize workload.
2. Establish performance standards for Customer Service representatives; review
and analyze work force data reports to ensure that performance goals are met.
3. Work with Communication Center representatives to resolve difficult problems and
processing issues including status of TAP applications, NYS Residency and IVP
appeals and specialized research/problem resolution for
schools experiencing more complicated processing issues.
4. Recommend changes to work schedule and staff assignments to ensure
Communications Center call answer rate goals are met during peak calling
periods: assess agent skills and adjust as necessary
5. Develop reports reflecting individual statistics for Communication Center
representatives to ensure service levels are met; set performance goals and
review with staff.
6. Update staff on issues such as policy changes relating to TAP and other
applicable programs.
7. Monitor the operation of the Communication Center using workforce management
software to avoid backlogs and long wait times.
8. Assist in many aspects of training, including classroom instruction, one-on-one
coaching, updates to training manuals.
train staff on Federal and State policy so they are kept up to date on TAP
regulations.
9. Make student record maintenance updates on TAP, TAP Web online and HESC
mainframes; utilize databases
To monitor account status; monitor Help Desk Tickets and Web Mail for
completeness and accuracy
10. Complete performance reviews and counsel staff on performance issues.
11. Complete special assignments and projects as assigned by supervisor.

Minimum Qualifications MINIMUM QUALIFICATIONS:

A bachelor’s degree and 1 year of work experience in a customer call center* operation in a government agency **

<or>

60 college credit semester hours and 2 years of work experience in a customer call center* or operation in a government agency**

<or>

A High School Diploma or GED and 3 years of work experience in a customer call center* or operation in a government agency**

* Customer call center is defined as dealing with many different individuals on a continuous basis where verbal communication is the principal skill in accomplishing the duties.

** A government agency includes a Department, Office or Commission and any unit, bureau or division in a Department, Office, or Commission, at a Federal, State, County, or Municipal level. It does not include any private or publicly held entity, example a firm, company, or similar non-government entity that contracts with or provides services to, a government agency.

PREFERRED QUALIFICATIONS:
• 1 year + experience training individuals through side-by-side hands-on training, instructor led training, coaching/mentoring and/or facilitated group discussion/activities
• Proficient in Microsoft Office Suite
• Excellent written and verbal communication skills and listening skill.

Additional Comments TELECOMMUTING INFORMATION: Initially positions work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview.

NYS is an equal opportunity employer.

Benefits of Working for NYS

Generous benefits package, worth 65% of salary, including:

Holiday & Paid Time Off

• Thirteen (13) paid holidays annually, plus two (2) floating holidays
• 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 for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C
• Up to three (3) days of professional leave annually to participate in professional development
• Initially positions will work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview.

Health Care Benefits

• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits

• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

METHOD OF APPLICATION: Apply by submitting an updated resume and cover letter to Human Resources via e-mail at resumes@hesc.ny.gov by the filing deadline listed in this posting.

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

How to Apply

Name Higher Education Services Corporation

Telephone 5184747556

Fax

Email Address resumes@hesc.ny.gov

Address

Street 99 Washington Ave

City Albany

State NY

Zip Code 12110

 

Notes on ApplyingMETHOD OF APPLICATION: Apply by submitting an updated resume and cover letter to Human Resources via e-mail at resumes@hesc.ny.gov by the filing deadline listed in this posting.