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Call Center Representative 1 Opportunities
Work at the Human Services Call Center
Duties
Assigned to the OCFS' Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers. Duties include but are not limited to: Responding to customer inquiries; Providing information about agencies' programs and services in-person or by telephone; Explaining and interpreting information by telephone to applicants, clients, and other customers; Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents; Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties; Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons; Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons; Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries; Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators; and typing correspondence, records and other documents in draft and/or final form.
Minimum Qualifications
To qualify for this position, you must meet the following requirements:
- Must have 60 college semester credit hours and one year of work experience in customer service*; OR a high school diploma or GED and two years of work experience in customer service.*
*Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.
- Examples of Qualifying work experiences include, but are not limited to: call center agent, customer service representative, product sales representative, bank teller, or telemarketer.
- Examples of Non-Qualifying work experiences include, but are not limited to: teacher, direct care worker, cashier, fast food or restaurant worker, front line retail worker (store associate), day care worker, mechanic, barber or hair stylist, security guard, or provider of correctional services.
Background Investigation/Justice Center Review
Prospective appointees will be
- investigated through a Criminal Background Check (CBC). All convictions must be reported. Conviction of a felony or misdemeanor or any falsified or omitted information may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of state and federal laws; Prospective employees will be fingerprinted in order to obtain a record of their criminal history information, and may be required to pay any necessary fees; and
- screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees may be required to pay any necessary fees. Additionally, prospective employees whose names are indicated on the SCR may be barred from appointment.