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Review Vacancy

Date Posted 05/06/22

Applications Due06/06/22

Vacancy ID104382

AgencyEmpire State Development, NYS

TitleOffice Assistant 2 (Customer Service)

Occupational CategoryClerical, Secretarial, Office Aide

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $37507 to $46103 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County New York

Street Address 633 Third Avenue

City New York


Zip Code10017

Minimum Qualifications Open to NYS employees eligible for transfer under Section 70.1 or 52.6 of the Civil Service Law, and to those reachable on the Office Assistant 2 (Customer Service) eligible list or currently in an Office Assistant 2 (Customer Service) title.

Preferred Qualifications:

• An associate or bachelor’s degree with a strong background in Customer Service and/or Customer Support.
• Two years of experience in administrative and/or office management and analytic experience.
• Experience working in a fast- paced setting
• Exceptional customer service and interpersonal skills.
• Excellent communication (verbal and written), organization, and time management skills.
• Critical thinking and problem-solving abilities.
• Attention to detail and independent follow through are critical.
• Proficiency in technology platforms and database management, as well as with Microsoft office programs.
• Interest in working with MWBE’s or with economically distressed communities.

Duties Description Under the direct supervision of the Director of Customer Service and the general direction of the EVP & Executive Director of DMWBD, incumbents will assist in the implementation of the Division’s Customer Care Model to ESD customers including; minority and woman-owned business enterprises (MWBEs), NYS agencies and authorities, stakeholders and additional strategic partners. Incumbents will assist in outreach campaigns and special projects, as well as perform the administrative and programmatic duties necessary to support the activities of the Customer Care Unit.

Duties include but are not limited to:
• Provide exceptional service to MWBD customers.

• Respond to a high volume of customer inquiries via incoming phone calls, written correspondence and email inquiries.

• Present exceptional professionalism and take care to present clear, accurate, complete and concise information regarding the NYS MWBD certification application process and business development services as presented in Article 15-A of Executive Law.

• Identify and assess caller’s needs to achieve 100% customer satisfaction and leave them with a good impression.

• Serve as a register of information for DMWBD, working with the Business Development Unit, the Agency Services and Compliance Unit, the Certification Unit and other divisions throughout Empire State Development.

• Handle customer frustrations with empathy and a solutions-based approach.

• Track interactions with customers utilizing our Customer Relations Management (CRM) technology tool.

• Provide technical assistance and an understanding of products and services through a variety of platforms [e.g., telephone, email, video, chat, and in-person (when applicable)].

• Provide MWBD staff with administrative and technology-driven support, by attending meetings, maintaining files, and ensuring that all tracking-systems are current.

• Other projects and assignments as directed.

Additional Comments SALARY RANGE: $37,507 - $46,103 (plus $3,026 location pay)

Note: The starting salary for candidates with no prior State service will be at the minimum hiring rate.

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

Name Amy Walsh



Email Address


Street 625 Broadway

City Albany

State NY

Zip Code 12245


Notes on ApplyingIf interested in this position, please forward a cover letter and resume to the e-mail address below by June 6, 2022. Be sure to indicate the position title, vacancy ID#, and location you are applying for, and specify how you meet the minimum qualifications in your cover letter.

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