Business Services Center Representative 1 (NY HELPS) - VID 226904

NY HELPS Yes

55-b/c Eligible Yes

Agency General Services, Office of

Title Business Services Center Representative 1 (NY HELPS) - VID 226904

Occupational Category Other Professional Careers

Salary Grade 11

Bargaining Unit ASU - Administrative Services Unit (CSEA)

Salary Range From $49841 to $61076 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Internship No

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address 1220 Washington Avenue

City Albany

State NY

Zip Code 12210

Duties Description The incumbent of this position will work primarily in the Business Services Center Customer Support service line and will be assigned to work in the BSC Call Center. Duties typical of this position include, but are not limited to: •Act as a front line BSC Support Call Center Representative. •Answer incoming calls from BSC customers and vendors in a timely and friendly manner.•Provide exceptional customer service to BSC customers, while safeguarding confidential information.•Evaluate inquiries 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.•Attend training to gain thorough knowledge of the policies and procedures that relate to the particular service line with the ability to apply them. •Process service line specific transactions in accordance with standard work and the service line level agreement.•Resolve difficult processing errors, identify processing system user needs and other more complex transactions.•Consistently provide quality customer service to all BSC customers.The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiency and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.

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, and 30 semester credit hours will be credited with one year of the required experience. Applicants meeting the human resources/business office criteria, and 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.Examples of non-qualifying experience include but are not limited to: Experience limited to positions such as cashier, supermarket clerk, department store clerk, greeter, retail clerk, forms processor, bartenders, wait staff, fast food worker, restaurant worker, hair stylist, receptionist, transferring calls or taking messages, data entry forms processing, taxi operator/driver, bus driver, mental health aide, direct care or home health aide, social worker, counselor, gas station attendant, officer, security guard.Notes:*There is no examination required for appointments to a NY HELPS position. Candidates hired via NY HELPS will be appointed on a permanent non-competitive basis and will begin a probationary period.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.

Additional Comments NOTE: IN ORDER TO AWARD THE PROPER CREDIT FOR WORK EXPERIENCE, RESUMES MUST INCLUDE MONTH AND YEAR FORSTART AND END DATES. IF ANY OF THIS EXPERIENCE IS LESSTHAN FULL TIME YOU MUST INDICATE THE AVERAGE NUMBEROF HOURS WORKED PER WEEK. The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants from all communities to apply. For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment. NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

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

Name Human Resources/ARG

Telephone 518-473-5282

Fax 518-486-1631

Email Address [email protected]

Address

Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

City Albany

State NY

Zip Code 12242

Notes on Applying Please submit a resume and cover letter to [email protected] detailing how you meet the minimum qualifications along with the month/year and, if less than full time, the average hours worked per week for each position listed. Indicate the Position Title & Vacancy ID number of each position you are applying to.