Business Services Center Representative 1(Ny Helps)

4 weeks ago

Albany, United States General Services, Office of Full time

**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 with 30 semester credit hours will be credited with one year of the required experience. Applicants meeting the human resources/business office criteria with 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.

**Duties Description**

The incumbent of this position will work primarily in the Business Services Center Customer Support service line and will be cross trained to other tasks within the unit depending on workload demands. All service lines operate in a customer service-oriented environment using lean tools. Duties typical of this position include, but are not limited to:

- Act as a BSC Support Center Representative. Have a working knowledge of the BSC Oracle RightNow ticketing system.
- Providing exceptional customer service while safeguarding confidential information to BSC customers.
- Be logged in to your phone and ready to take calls during your shift.
- Answer incoming calls from BSC customers and vendors in a timely and friendly manner.
- Evaluate problems, inquiries and complaints from customers and provide proper solutions or ticket reassignments.
- Document details from conversations using BSC Oracle RightNow ticketing system.
- Communicate effectively using both written and verbal communication.
- Research needed information using available resources and databases.
- Process service line specific transactions in accordance with standard work and the service line service level agreement.
- Resolve difficult processing errors, identify processing system user needs and other more complex transactions.
- Analyze data and resolves complex auditing problems related to various NYS business practices, including various audit functions and related processes.
- May lead daily “huddles” assign work to lower-level processing staff, as needed.
- Collaborate with supervisors and participate in all LEAN activities.
- Consistently provide quality customer service to all BSC customers.

**Additional Comments**

At a future date (within one year of permanent appointment), it is expected that NY HELPS employees will have their non-competitive employment status converted to competitive status, without having to take an exam. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

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

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