NY HELPYes

AgencyGeneral Services, Office of

TitleBusiness Services Center Representative 1 - VID 180567

Occupational CategoryOther Professional Careers

Salary Grade11

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $46306 to $56743 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

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? Yes

County Albany

Street Address Harriman State Office Campus, Building # 5

City Albany

StateNY

Zip Code12226

Duties Description The incumbent of this position will work primarily in the Business Services Center Customer Support service line and will be assigned to work in the BSC Call Center. Duties typical of this position include, but are not limited to:

• Act as a front line BSC Support Call Center Representative.
• Answer incoming calls form BSC customers and vendors in a timely and friendly manner.
• Provide exceptional customer services to BSC customers, while safeguarding confidential information.
• Evaluate inquiries from customers and provide proper solutions or ticket reassignments.
• Documents details from conversations using BSC Oracle RightNow ticketing system.
• Communicate effectively using broth written and verbal communications.
• Research needed information using available resources and databases.
• Attend training to gain thorough knowledge of the policies and procedures that relate to the services level agreement.
• Resolve difficult processing errors, identify processing system user needs and other more complex transactions.
• May lead and/or daily “huddles” assign work to lower-level processing staff, as needed.
• Consistently provide quality customer service to all BSC customers.

The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiencies and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.

Minimum Qualifications This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS)* and applicants must meet the following minimum qualifications to be considered for this position:

Required experience: Customer service experience in a position with primary responsibility providing customer service in the form of explaining programs, policies, and/or procedures, resolving problems, or reconciling accounts - 2 years required. Human resources or business office experience in a position with responsibility for the following: accounts payable, accounts receivable and/or bookkeeping, processing payroll transactions, processing travel expense reports and/or reimbursements, processing transactions for personnel, benefits, and/or time and attendance, reviewing purchasing requisitions, and initiating and processing purchase orders - 1 year required.

Applicants meeting the customer service criteria and 30 semester credit hours will be credited with one year of the required experience. Applicants meeting the human resources/business office criteria and 30 semester credit hours will be credited with six months of the required experience. Applicants with 60 semester credit hours or more will fully meet the experience requirements.

Applicants may also be appointed to this position if currently reachable on the appropriate eligible list for this title OR are a current New York State employee with one year or more of qualifying permanent service in a position allocated to a Grade 9 and eligible for transfer under Section 70.1 of the Civil Service Law.

Examples of non-qualifying experience include but are not limited to: Experience limited to positions such as cashier, supermarket clerk, department store clerk, greeter, retail clerk, forms processor, bartenders, wait staff, fast food worker, restaurant worker, hair stylist, receptionist, transferring calls or taking messages, data entry forms processing, taxi operator/driver, bus driver, mental health aide, direct care or home health aide, social worker, counselor, gas station attendant, officer, security guard.

Additional Comments The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants from all communities to apply.

For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment.

NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

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

Name Human Resources/ARG

Telephone 518-473-5282

Fax 518-486-1631

Email Address HRresumes@ogs.ny.gov

Address

Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

City Albany

State NY

Zip Code 12242

Notes on ApplyingPlease submit a resume and cover letter detailing how you meet the minimum qualifications. Indicate the Position Title & Vacancy ID number of each position you are applying to.