Review Vacancy
TitleConsumer Services Representative 1
Occupational CategoryClerical, Secretarial, Office Aide
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $24.14 to $24.14 Hourly
Minimum Qualifications Open-Competitive: Either 1) Two years of full-time experience in a position interacting with the general public where your primary responsibility is communicating effectively to provide information concerning and/or explaining programs, policies and/or procedures, or to resolve customer issues and/or problems;
OR 2) 30 semester credit hours of college-level study AND one year of full-time experience as described above;
OR 3) 60 semester credit hours of college-level study.
Qualifying experience may include, but is not limited to, call center agent, customer service representative, inspector, product sales representative, retail leadership role, technical support provider or telemarketer.
Non-qualifying experience includes, but is not limited to, bank teller, barber or hair stylist, cashier or retail clerk, day care worker or teacher, direct care worker, fast food or restaurant worker, mechanic, security guard or provider of correctional services.
Duties Description Under the general direction of the Consumer Services Representative 2 in the Consumer Assistance Unit (CAU), the Consumer Services Representative 1 is responsible for the following:
• Mediate large volume of consumer complaints received by the Division of Consumer Protection (DCP) via electronic complaint form, fax, mail or phone. Review each case to determine appropriate action and respond to all complaints in a professional and efficient manner.
• Keep records of any action taken in response to a complaint in the InterTrac for Government database management system to ensure effective case management.
• Respond to all consumer complaints in a timely and effective manner.
• Process incoming internet, facsimile and standard mail complaint forms distributed by Consumer Services Representative 2 within five business days.
• Use mediation skills to promote a fair resolution for both consumer and business.
• Review cases with Consumer Services Representative 2, CAU Director and Division Director as needed, to ensure successful complaint resolution.
• Handle Legislative and other priority consumer complaints as assigned by the Consumer Services Representative 2 or the CAU Director. Advise supervisor on status of all cases upon successful resolution of consumer’s complaint.
• Answer complex consumer inquiries and educate New York consumers regarding issues of critical import, in a respectful, timely and effective manner via the Level II Consumer Helpline calls.
• Adhere to designated telephone Consumer Helpline staffing schedule and maintain availability to accept consumer calls during assigned business hours.
• Create and maintain a reference file of all educational materials affecting NYS consumers that can be easily accessed for Helpline calls.
• Advise DCP Director regarding any new consumer trends that may have an impact on a significant number of New York consumers.
• As directed, assist in staffing DCP outreach events.
• Contribute ideas to aide in the development of InterTrac for Government, the CAU database management system.
• Mail complaint forms daily to those consumers that have requested a printed form via a LEVEL I phone call.
• Respond to all requests for educational materials and complaint forms, as assigned.
• Complete Intertrac database searches for DCP Director/Press Office, as needed.
• Process all FOILS and Press Details as requested by Consumer Services Representative 2, or CAU Director.
• Maintain proficiency in new and existing technology used in the complaint handling process.
Some positions may require additional credentials or a background check to verify your identity.