Call Center Representative 3,(SG -17) (NYHELPS) Item# 01827

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Review Vacancy

Date Posted 08/24/26

Applications Due09/08/26

Vacancy ID222381

• Basics
• Schedule
• Location
• Job Specifics
• How to Apply

NY HELPYes

AgencyState Comptroller, Office of the

TitleCall Center Representative 3,(SG -17) (NYHELPS) Item# 01827

Occupational CategoryNo Preference

Salary Grade17

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $63361 to $80655 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 25%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Monroe

Street Address 161 Chestnut Street

City Rochester

StateNY

Zip Code14604

Duties Description Provide supervision, guidance, and oversight to teams of Call Center Representatives 1 and 2 and resolve work problems. Communicate with other staff to plan and review departmental/division/section procedures and activities to include: establish Service Level Objectives, implement recommended changes, and coordinate and integrate staff training and work schedules. Monitor work standards and daily volume to track and maintain service levels; meet productivity level objectives and ensure quality control; provide on-going feedback to identify problem areas and methods or techniques for improvement; assist in establishing work and quality control standards and productivity goals; collect and analyze statistical data on production and prepare reports on types and volumes of calls/correspondence, problems encountered, and recommended solutions; determine and oversee staff assignments; approve leave and track time and attendance; and identify training needs and arrange for the provision of training.

Minimum Qualifications Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller.

No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.

Non-Competitive Qualifications for appointment under the NYHELPS Program:

For appointment to a Call Center Representative 3 you must have:

High school graduation or equivalency AND four (4) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.

OR

60 college credits AND three (3) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.

OR

Bachelors degree AND two (2) of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.

70.1 Transfer:

For a 70.1 transfer to a Call Center Representative 3, SG-17, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 15 or above.

To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office " GOT-IT (ny.gov)

Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.

You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law.

Provisional and/or Non-Competitive promotion (NCP) qualifications:

You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive or 55-b/55-c service as a Call Center Representative 2 or Call Center Representative 2 (Spanish Language) (SG-14).

Provisional and/or NCP notes:

If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.

If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service.

Additional Comments Preferred Qualifications/Knowledge, Skills and Abilities:

• Exhibits excellent interpersonal skills with staff and customers, both over the telephone and in-person
• Possesses effective oral and written skills
• Performs tasks accurately and within specific time frames
• Operates a personal computer and effectively demonstrates a working knowledge of the PeopleSoft system, the Internet and OSC's Intranet in order to access Retirement Systems' laws, policies and procedures
• Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries
• Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
• Possesses a valid driver's license for travel purposes

Telecommuting: The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency's mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee's primary residence location, duties, and work performance are aligned with telecommuting and operational needs they may be allowed to do so. Generally, OSC employees may telecommute up to 5 days per pay period but may be approved to telecommute less.

Reasonable Accommodation: The NYS Office of the State Comptroller provides reasonable accommodations to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at (518) 474-1924.

Equal Opportunity Employment: The Office of the NYS Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self-evaluation and improvement, as well as acceptance and support of coworkers.

The Office of the State Comptroller does not participate in E-Verify or sponsor visa applications.

OSC offers competitive salaries and benefits, and opportunities for advancement, continuing education, and professional development. We provide a professional environment where employees are encouraged to push themselves while maintaining work-life balance. Our generous benefits package includes:

• A state pension with vesting after five years' service
• Comprehensive medical, dental and vision insurance available to all employees and their dependents
• Flexible spending accounts for dependent and health care
• Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance
• Public Service Loan Forgiveness (PSLF)
• NYS Deferred Compensation plan
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
• Holiday and paid time off
• Shift and geographic pay differentials
• A committed continuous learning environment
• Informational Brown Bag sessions
• Wellness at Work Programs to promote employee health and wellness
• OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas
• And much more

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

Name Takeitha Kelley

Telephone (518) 474-1924

Fax (518) 486-6723

Email Address jobs@osc.ny.gov

Address

Street Office of the New York State Comptroller, Division of Human Resources

110 State Street, 12th Floor

City Albany

State NY

Zip Code 12236

Notes on ApplyingSubmit a clear, concise cover letter and resume stating how you meet the minimum qualifications for this title. To apply, copy and paste the following link into your browser:

https://gen-oscstateofny-prd.inforcloudsuite.com/hcm/xmlhttp/shorturl.do?key=10E

Reference Item #01827-TBK on your cover letter for proper routing.

Unofficial transcripts and/or templates will be required for certain positions. Documents must be sent as unlocked and accessible attachments.

If you have questions about this vacancy, please contact this Division representative:

Division Contact: Ashley Ritter

Email Address: ERS_Personnel@osc.ny.gov

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