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One Broadway, 9th Floor
Minimum Qualifications 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.*
*Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary aspect for accomplishing the duties of the position. Qualifying experience could include all call center agent, customer service representative, sales representative providing information and service or telemarketer.
Non-qualifying experience includes cashier, fast food worker, gas station attendant and security guard.
Duties Description Assigned to the OCFS’ Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers.
Duties include but are not limited to:
Responding to customer inquiries.
Providing information about agencies’ programs and services in-person or by telephone.
Explaining and interpreting information by telephone to applicants, clients, and other customers.
Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents.
Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.
Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.
Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons.
Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.
Type correspondence, records and other documents in draft and/or final form.
Additional duties will be discussed in detail during the interview.
Some positions may require additional credentials or a background check to verify your identity.
52 Washington Street, 231 North
Notes on ApplyingQualified candidates should send a resume and cover letter giving the Title, Location, and EOA Number of the position being applied for. Please provide your email address and your work, home and cell phone numbers. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.