Review Vacancy
AgencyHigher Education Services Corporation
TitleCall Center Representative 2
Occupational CategoryOther Professional Careers
Bargaining UnitCSEA Local 658 (NYS Teachers’ Retirement System)
Salary RangeFrom $27.06 to $32.87 Hourly
Duties Description Duties include but are not limited to:
• Act as a liaison between the Communication Center and the Grants and Scholarship Units.
• Create quality control documentation and reference and training materials to drive continuous quality improvement. Identify daily operational risks and training needs.
• Train call center staff on grants and scholarships administered by HESC, as well as unit specific policies and procedures which includes classroom instruction, one-on-one coaching, updates to training documents and knowledge articles; train staff on Federal and State policy so they are kept up to date on grants and scholarship regulations.
• Assess agent performance through call monitoring and call reviews.
• Provide feedback to agents and management on calls handled for process improvements and adjustments to training.
• Provide direct coaching to achieve quality customer service and to review upcoming expectations
• Establish performance standards for Customer Service representatives; review and analyze work force data reports to ensure that performance goals are met.
• Develop reports reflecting individual statistics for Communication Center representatives to ensure service levels are met; set performance goals and review with staff.
• Complete performance reviews and coach staff on performance issues.
• Update staff and train on issues such as policy changes relating to TAP and other applicable programs. 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.
• 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.