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Customer Service Agent

2 months ago

Albany, New York, United States StateJobsNY Full time

Overview:
Are you seeking a fulfilling career that promotes a healthy work-life balance? The Office of the New York State Comptroller is looking for dedicated individuals to fill the role of Call Center Representative.

Qualifications:
To be considered for this position, candidates must meet the following criteria:

  • High school diploma or equivalent, along with one year of experience in a customer service role, either in a direct interaction environment or within a call center.
  • Alternatively, candidates with 30 college semester credit hours may also qualify.

Competitive Minimum Qualifications:
Applicants must be reachable on the appropriate eligible list for this title or be eligible for transfer under the relevant Civil Service Law provisions.

Role Responsibilities:
The Call Center Representative will be responsible for:

  • Providing initial contact responses to customers via telephone, assisting them with self-service navigation and inquiries related to the PeopleSoft system.
  • Resolving straightforward customer requests and questions by guiding them through the self-service functionalities.
  • Assisting customers in registering for the self-service portal by verifying their identities through various means.
  • Logging incidents when the PeopleSoft system encounters issues, ensuring proper reporting to the designated team.

Additionally, the representative will assist with casework and resolve basic Retirement System inquiries, which may include:

  • Scanning loan forms and performing basic data entry to initiate loan processes.
  • Addressing calls related to fundamental Retirement System matters, such as form requests and related documentation.

Technical Skills:
The role requires proficiency in using a personal computer to access various databases and systems, including:

  • The Retirement System's MEBEL database.
  • Customized Lotus Notes databases and the Internet.

Desired Competencies:
Successful candidates will exhibit:

  • Excellent interpersonal skills for effective communication with both colleagues and customers.
  • Strong oral and written communication abilities.
  • Capability to perform tasks accurately within specified timeframes.
  • Proficiency in utilizing computer systems and databases relevant to the role.
  • A willingness to acquire and apply extensive knowledge of self-service applications and Retirement System processes.

Work Environment:
The Office of the New York State Comptroller supports flexible work arrangements where feasible, based on operational needs. New employees may have a restriction on telecommuting for an initial period.

Commitment to Diversity:
The Office values a diverse workforce and encourages a professional environment that promotes self-evaluation and mutual support among colleagues.