Indicates whether if this vacancy posting is part of the NY HELPS Program.NY HELPYes

The agency in which the vacancy exists.AgencyGeneral Services, Office of

The job title for the vacancy.TitleBusiness Services Center Representative 1 - VID 180567

The job title for the vacancy.Occupational CategoryOther Professional Careers

The salary grade for this vacancy. Salaries are determined by salary grade and bargaining unit.Salary Grade11

The collective bargaining unit to which this vacancy is assigned.Bargaining UnitASU - Administrative Services Unit (CSEA)

The minimum and maximum of the salary range for this vacancy.Salary RangeFrom $46306 to $56743 Annually

Indicates whether this job is full-time or part-time. If the job is part-time, an estimated percentage will be provided. Employment Type Full-Time

This indicates the type of job, typically permanent, temporary, or provisional. 'Provisional' means that the appointment will be temporary until the incumbent takes and passes an appropriate civil service examination. Appointment Type Contingent Permanent

Jurisdictional class is the indicator for how this job can be filled. The classified service is governed by the Civil Service Commission, and consists of competitive, non-competitive, exempt, and labor classes. 'Competitive class' indicates that the applicant must take and pass an appropriate civil service examination. 'Non-competitive class' indicates that the applicant's qualifications will be evaluated without a civil service examination. 'Exempt class' indicates that the applicant will be evaluated by methods other than competitive or non-competitive, and that incumbents will not be granted tenure. 'Labor class' requires that applicants possess skills or other physical characteristics that cannot effectively be evaluated by other means. The unclassified service is legislatively defined, and includes such positions as elected officials, department and agency heads, and all academic personnel in public schools, colleges, and universities. Jurisdictional Class Non-competitive Class

Estimates the percentage of time incumbents of this vacancy will be required to travel. Travel Percentage 0%

This provides information on the expected workweek. Workweek Mon-Fri

The number of hours in the workweek, typically 37.5 or 40 for full time, or any other number for part time.Hours Per Week 37.5

Workday

The start time for this vacancy. If the agency employs flextime, this will be the earliest time this vacancy's shift can start. From 8 AM

The end time for this vacancy. If the agency employs flextime, this will be the latest time this vacancy's shift can end. To 5 PM

If checked, the agency allows flextime. Flextime allowed? No

If checked, this vacancy includes mandatory overtime. Mandatory overtime? No

If checked, this agency allows compressed workweek scheduling. Compressed workweek allowed? No

If checked, this agency allows telecommuting for this position. Telecommuting allowed? Yes

The county in which the vacancy is located. County Albany

The street address where the vacancy is located. Street Address Harriman State Office Campus, Building # 5

The city where the vacancy is located. City Albany

The state where the vacancy is located (the default is New York). StateNY

The zip code where the vacancy is located. Zip Code12226

The duties that the incumbent of the vacancy will be expected to perform. 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 form BSC customers and vendors in a timely and friendly manner.
• Provide exceptional customer services to BSC customers, while safeguarding confidential information.
• Evaluate inquiries from customers and provide proper solutions or ticket reassignments.
• Documents details from conversations using BSC Oracle RightNow ticketing system.
• Communicate effectively using broth written and verbal communications.
• Research needed information using available resources and databases.
• Attend training to gain thorough knowledge of the policies and procedures that relate to the services level agreement.
• Resolve difficult processing errors, identify processing system user needs and other more complex transactions.
• May lead and/or daily “huddles” assign work to lower-level processing staff, as needed.
• 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 efficiencies 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.

The minimum qualifications required for this vacancy. 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.

Additional comments regarding the vacancy. Additional Comments 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.

The name of the contact person for this vacancy. Name Human Resources/ARG

The telephone number to use for questions about this vacancy. Telephone 518-473-5282

The fax to use for this vacancy. Fax 518-486-1631

Email address for emailing applications, or to ask questions about this vacancy. Email Address HRresumes@ogs.ny.gov

Address

The street address of the contact for this vacancy. Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

The city for the contact for this vacancy. City Albany

The state of the contact for this vacancy (the default is New York). State NY

The zip code for the contact for this vacancy. Zip Code 12242

Instructions for potential applicants.Notes on ApplyingPlease submit a resume and cover letter detailing how you meet the minimum qualifications. Indicate the Position Title & Vacancy ID number of each position you are applying to.