Call Center Representative 2

:

HIGHER EDUCATION SERVICES CORPORATION

HUMAN RESOURCES

VACANCY NOTICE # 3942

FILING DEADLINE: 6/5/2025

JOB TITLE: Call Center Representative 2

SALARY GRADE: NS

NEGOTIATING UNIT: CSEA

SALARY RANGE: $27.06/Hour - $32.87/Hour

APPOINTMENT TYPE: Temporary/Hourly

JURISTICTIONAL CLASS: Competitive

WORK LOCATION: Albany, NY

PROGRAM AREA: Communications

WORKING HOURS: Between the hours of 8:00AM - 5:00 PM

TRAVEL PERCENTAGE: N/A

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.

MINIMUM QUALIFICATIONS:

A bachelor's degree and 1 year of work experience in a customer call center* operation in a government agency **60 college credit semester hours and 2 years of work experience in a customer call center* or 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 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.

· Strong interpersonal skills.

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.

NOTE: HESC's business hours require working between 8:00 a.m. and 5:00 p.m.

This position may be eligible for 55b/c designation and candidates with 55 b/c eligibility are encouraged to apply. Candidates must possess the minimum qualifications and a current 55b/c eligibility letter. For 55 b/c consideration, candidates must satisfy at least one of the Open Competitive qualifications listed. For more information on this program, please visit the NYS Department of Civil Service website, 55b/c Recruitment Resources Center (ny.gov).

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 [email protected] by the filing deadline listed in this posting.

Job Types: Full-time, Temporary

Pay: $27.06 - $32.87 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person