AgencyChildren & Family Services, Office of
TitleCall Center Representative 1
Occupational CategoryOther Professional Careers
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $17.96 to $17.96 Hourly
Jurisdictional Class Competitive Class
Compressed workweek allowed? No
Street Address Human Services Call Center
80 Broadway Suite A
Minimum Qualifications 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.
Duties Description 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.
Type correspondence, records and other documents in draft and/or final form.
Additional duties will be discussed in detail during the interview.
Additional Comments The ability to telecommute may be available for this position.
Background Investigation Requirements:
1) All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, 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, rules, and regulations. 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.
2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.
3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.
Candidates from diverse backgrounds are encouraged to apply. OCFS is an Equal Opportunity/Affirmative Action Employer. OCFS is committed to ensuring equal opportunity for persons with disabilities and workplace diversity. It is the policy of OCFS to provide reasonable accommodations to qualified applicants and employees with disabilities to enable them to perform the essential functions of the position for which they are applying or for which they are employed. OCFS does not discriminate on the basis of disability in its hiring or employment practices and complies with all regulations promulgated by the U.S. Equal Employment Opportunity Commission under title I of the ADA.
Some positions may require additional credentials or a background check to verify your identity.
Name New York State Office of Children and Family Services
Email Address firstname.lastname@example.org
Street Bureau of Personnel - RAA
52 Washington Street, 231 North
Notes on ApplyingQualified candidates should e-mail their resume and letter of interest to email@example.com You MUST include the Vacancy number of the position in the subject line of your email and/or cover letter to ensure receipt of your application. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.