Call Center Representative 2

HIGHER EDUCATION SERVICES CORPORATION

BUREAU OF HUMAN RESOURCES MANAGEMENT

VACANCY NOTICE # 3916

FILING DEADLINE: December 13, 2023

JOB TITLE: Call Center Representative 2

SALARY GRADE: NS

WORK LOCATION: Communication Center

TYPE OF APPOINTMENT: TEMPORARY/HOURLY

NEGOTIATING UNIT: X ADMINISTRATIVE _ PS&T _ M/C _ OPERATIONAL

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DESCRIPTION OF JOB DUTIES: Duties include but are not limited to:

1. Supervise and assign work to staff, coordinate schedules and the flow of calls through the Communication Center, analyze and prioritize workload.

2. Establish performance standards for Customer Service representatives; review and analyze work force data reports to ensure that performance goals are met.

3. Work with Communication 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.

4. Recommend changes to work schedule and staff assignments to ensure Communications Center call answer rate goals are met during peak calling periods; assess agent skills and make adjustments as necessary.

5. Develop reports reflecting individual statistics for Communication Center representatives to ensure service levels are met; set performance goals and review with staff.

6. Update staff on issues such as policy changes relating to TAP and other applicable programs.

7. Monitor the operation of the Communication Center using workforce management software to avoid backlogs and long wait times.

8. Assist in many aspects of training, including classroom instruction, one-on-one coaching, updates to training manuals; train staff on Federal and State policy so they are kept up to date on TAP regulations.

9. 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.

10. Complete performance reviews and counsel staff on performance issues.

11. Complete special assignments and projects as assigned by supervisor.

NOTE: The hours of this position require working between 8:00 a.m. and 5:00 p.m. (No Alternative Work Schedule).

NOTE: IF MANDATORY LISTS EXIST FOR THIS TITLE, PREFERENCE IN FILLING THIS POSITION WILL BE GIVEN TO THE INDIVIDUALS ON THESE MANDATORY LISTS.

PSLF: The Public Service Loan Forgiveness (PSLF) Program allows public service employees to have the remaining balance on direct loans forgiven after 120 qualifying payments are made under an accepted repayment plan while working full-time for an eligible employer. New York State is an eligible employer. More information is available at https://oer.ny.gov/public-service-loan-forgiveness.

NOTE: IF MANDATORY LISTS EXIST FOR THIS TITLE, PREFERENCE IN FILLING THIS POSITION WILL BE GIVEN TO THE INDIVIDUALS ON THESE MANDATORY LISTS.

MINIMUM QUALIFICATIONS:

A Bachelor’s degree and 1 year of work experience in a customer call center* operation in a government agency**.

Sixty college semester credit hours and 2 years of work experience in a customer call center* operation in a government agency**.

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 the federal, state, county, or municipal level. It does not include any private or publicly held entity, example a firm, company, or similar non-governmental entity that contracts with or provides services to, a government agency.

APPLY TO: BHRM

IDENTIFICATION #07023

12032024SOC

METHOD OF APPLICATION:

RESUME, to apply, by December 13, 2024, please submit a clear, concise cover letter and resume, to: resumes@hesc.ny.gov

Job Types: Full-time, Temporary

Pay: From $26.27 per hour

Expected hours: 37.50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Albany, NY 12210

Salary : $26