Review Vacancy
AgencyHigher Education Services Corporation
TitleCall Center Representative 2 (HESC)
Occupational CategoryAdministrative or General Management
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $46836 to $56888 Annually
Minimum Qualifications Employees who possess the following minimum qualifications may apply:
For a permanent appointment:
1. Employees with permanent competitive appointment (or a permanent competitive appointment under Section 4.11) as a Call Center Representative 2 or Call Center Representative 2 (HESC).
2. Employees who are eligible to transfer to this title.
For a provisional appointment:
1. A bachelor’s degree and one year of customer service* work experience in a customer call center** in a government agency;***
2. OR sixty college semester credit hours and two years of customer service* work experience in a customer call center** in a government agency;***
3. OR a high school diploma or GED and three years of customer service* work experience in a customer call center** in a government agency.***
* Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position.
** A customer call center is defined as a telephone service facility set up to handle a large number of inbound and/or outbound calls. The specific work experience must have included dealing with many different individuals on a continuous basis where verbal communication was the primary means for accomplishing the duties of the position in a customer call center.
*** A government agency includes a Department, Office, or Commission, and any unit, bureau, or division in a Department, Office, or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, for example a firm, company, or similar non-governmental entity, that contracts with or provides services to a government agency.
Qualifying experience could include call center agent, customer service representative, sales representative providing information and service, or telemarketer. Non-qualifying experience includes teacher, cashier, fast-food worker, gas station attendant, or security guard.
NOTE: Candidates who apply for provisional appointment must apply for the next upcoming Call Center Representative 2 (HESC) examination and be reachable for appointment once the eligible list is established.
Duties Description • Supervise and assign work to staff, coordinate schedules and the flow of calls through the Customer Communications Center, analyze and prioritize workload.
• Establish performance standards for Customer Service Representatives: review and analyze work force data reports to ensure that performance goals are met.
• Work with Customer Service Call 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.
• Recommend changes to work schedule and staff assignments to ensure Customer Communications Center call answer rate goals are met during peak calling periods: assess agent skills and make adjustments as necessary.
• Develop reports reflecting individual statistics for Customer Communication Center Representatives to ensure service levels are met; set performance goals and review with staff.
• Update staff on a daily basis on issues such as policy changes relating to the FFEL and TAP programs.
• Monitor the operation of the Customer Communication Center using work force management software to avoid backlogs and long wait times.
• Assist in many aspects of training, including classroom instruction, one-on-one coaching, updates to training manuals; train staff on Federal and State policy and regulations so they are kept up to date HESC’s TAP and FFEL programs.
• Make student record maintenance updates on TAP, TAP Web On Line and HESC mainframes, utilize databases to monitor account status; monitor Help Desk Tickets and Web Mail for completeness and accuracy.
• Complete performance reviews and counsel staff on performance issues.
• Complete special assignments and projects as assigned by supervisor.
Additional Comments NOTE: The hours of this position require working between 8:00 a.m. and 5:00 p.m.
Please be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter.
To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with "Call Center Representative 2 (HESC)" in the subject line. Resumes and cover letters must be received by March 21, 2018.
Some positions may require additional credentials or a background check to verify your identity.
Name Bureau of Human Resources Management
Email Address resumes@hesc.ny.gov
Address
Notes on ApplyingPlease be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter.
To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with "Call Center Representative 2 (HESC)" in the subject line. Resumes and cover letters must be received by March 21, 2018.
In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by HESC Personnel for your social security number to confirm your employment history.
Filling of this position is contingent upon Division of Budget approval.