Consumer Services Representative

5 days ago

Albany, New York, United States StateJobsNY Full time
Job Title: Consumer Services Representative 1

Job Summary: We are seeking a highly skilled Consumer Services Representative 1 to join our team at the Department of State. As a Consumer Services Representative 1, you will play a critical role in providing exceptional customer service to New York consumers, resolving disputes, and promoting fair resolutions for both consumers and businesses.

Key Responsibilities:

  • Mediate large volumes of consumer complaints received by the Division of Consumer Protection via electronic complaint form, fax, mail, or phone.
  • Review each case to determine appropriate action and respond to all complaints in a professional and efficient manner.
  • Keep records of any action taken in response to a complaint in the InterTrac for Government database management system to ensure effective case management.
  • Respond to all consumer complaints in a timely and effective manner.
  • Process incoming internet, facsimile, and standard mail complaint forms as directed by Consumer Services Representative 2 or the CAU Director.
  • Use mediation skills to promote a fair resolution for both consumer and business.
  • Review cases with Consumer Services Representative 2, CAU Director, Division Program Counsel, and Division Director as needed, to ensure successful complaint resolution.
  • Handle legislative and other priority consumer complaints as assigned by the Consumer Services Representative 2 or the CAU Director. Provide consistent updates to supervisor until the consumer's complaint is resolved.

Requirements:

  • Two years of full-time experience in a position interacting with the general public where your primary responsibility is communicating effectively to provide information concerning and/or explaining programs, policies, and/or procedures, or to resolve customer issues and/or problems.
  • 30 semester credit hours of college-level study and one year of full-time experience as described above.
  • 60 semester credit hours of college-level study.

Preferred Qualifications:

  • Permanent service in this title or one year of permanent competitive or 55-b/c service in a title SG-9 or higher and otherwise eligible for transfer under Civil Service Law.
  • 55 B/C appointment: This position is eligible for 55b/c designation and candidates with 55b/c eligibility are encouraged to apply.

Working Conditions:

The Department of State is proud to be an equal opportunity employer. We encourage women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability status, arrest record or criminal conviction history, or any other category protected by law.

We are happy to provide reasonable and religious accommodations during the hiring process for those in need. If you have a disability or special need that requires accommodation, please send a request to HRM.Recruitment@dos.ny.gov.

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

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