Business Services Center Representative 1 - VID 216843

Albany, NY, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $47,695.00 - $58,447.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Career development opportunities

Employee assistance program

Equal opportunity employer

Job Description

The Office of General Services (OGS) is a premier state agency committed to providing essential services that enhance operational efficiency and effectiveness across New York State government agencies. Among its many functions, OGS operates the Business Services Center (BSC), established in September 2012, to deliver consistent and streamlined Human Resources and Finance transaction processing statewide. The BSC plays a pivotal role in increasing efficiencies and lowering operational costs while supporting numerous agencies across the state. Known for fostering a culture of professional growth and dedicated employee development, the BSC frequently promotes individuals who demonstrate commitment and excellence in supporting its core mission. This environment not only emphasizes quality service delivery but also offers substantial opportunities for career advancement within the public sector.

The role of the BSC Support Call Center Representative is integral to the success of the Business Services Center. The incumbent primarily serves on the front lines of the BSC Customer Support service line, working within the BSC Call Center to manage incoming calls from customers and vendors. This position requires an individual who can provide exceptional customer service while safeguarding confidential information, reflecting the agency's commitment to both efficiency and privacy. The representative is expected to evaluate inquiries, deliver appropriate solutions, or reassign tickets using the Oracle RightNow ticketing system, demonstrating strong problem-solving and communication skills. Documentation accuracy is key, as is the ability to research utilizing various resources and databases. This position provides comprehensive training to ensure knowledge of relevant policies and procedures, allowing the representative to apply them effectively in daily operations.

Additional responsibilities include processing specific service line transactions in accordance with established standards and service level agreements. The role also demands resolving complex processing errors and identifying system user needs to ensure seamless service delivery. The call center representative consistently upholds a high standard of quality in customer service, making a significant impact on both internal processes and customer satisfaction. This full-time position offers a competitive salary and is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS), providing a pathway towards permanent competitive employment status without a traditional examination.

Applicants seeking a career with a focus on professional development, public service, and operational excellence will find this position at the Office of General Services - Business Services Center to be a rewarding opportunity. The agency’s inclusive culture and commitment to diversity further enrich the workplace, welcoming candidates from all backgrounds. The role is well-suited for those with a foundational background in customer service, human resources, or business office functions, and it offers a robust platform to develop and refine professional skills within a government context.

Job Requirements

Two years of customer service experience explaining programs, policies, or resolving problems
one year of human resources or business office experience including accounts payable, receivable, payroll, travel expense reports, personnel transactions, benefits, or time and attendance
applicants with 30 semester credit hours credited with part of required experience
applicants with 60 semester credit hours or more fully meet experience requirements
eligibility through appropriate lists or current New York State employee with one year of permanent service at Grade 9 or higher
ability to safeguard confidential information
strong communication skills

Job Qualifications

Customer service experience with responsibility for explaining programs, policies, or procedures
ability to resolve problems or reconcile accounts
human resources or business office experience including accounts payable, receivable, bookkeeping, payroll, travel expense processing, personnel transactions, benefits, or time and attendance
effective written and verbal communication skills
experience using ticketing or customer service management systems
ability to work within guidelines and service level agreements
commitment to confidentiality and professional conduct

Job Duties

Act as a front line BSC Support Call Center Representative
answer incoming calls from BSC customers and vendors in a timely and friendly manner
provide exceptional customer service while safeguarding confidential information
evaluate inquiries and provide proper solutions or ticket reassignments
document details from conversations using BSC Oracle RightNow ticketing system
communicate effectively using written and verbal methods
research information using available resources and databases
attend training to gain thorough knowledge of policies and procedures
process service line transactions according to standard work and service level agreements
resolve difficult processing errors and identify system user needs
consistently provide quality customer service to all BSC customers