Office Assistant 2 (Customer Service), (NY HELPS)

Duties Description Under the direct supervision of the Sr. Director of Quality Assurance & Customer Satisfaction and the general direction of the Vice President of Certification, the incumbent 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. The incumbent 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 and email correspondences.
• Present exceptional professionalism and care to present clear, accurate, complete, and concise information regarding the NYS MWBD certification application process and NYS MWBE Program services as presented as directed.
• Identify and assess caller’s needs to achieve high customer satisfaction and leave them with a good impression.
• Serve as a register of information for DMWBD, primarily working with 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) tool.
• Provide technical assistance and an understanding of products and services through a variety of platforms [e.g., telephone, email, as well as video, chat, and in-person (when applicable)].
• Other projects and assignments as directed.

Minimum Qualifications This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required. However, all candidates must meet the minimum qualifications of the title for which they apply.

At a future date, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Minimum Appointment Qualifications: One year of experience where most work time is spent performing various communication tasks centered on customer service, and primarily, but not exclusively, deal with the general public.

List Eligibility: Open to those reachable on the Office Assistant 2 (Customer Service) eligible list.

Promotional Eligibility: One-year permanent competitive service in an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher. Qualifying titles are available at: https://www.cs.ny.gov/examannouncements/announcements/38687titles.cfm

Transfer Eligibility: Candidates must have one year of permanent competitive service in a title eligible for transfer via Section 70.1 of the Civil Service Law. Information regarding transfer eligibility may be available on the Civil Service Career Mobility Office website at https://careermobilityoffice.cs.ny.gov/cmo/.

(Important Note: Per Civil Service Law, an employee cannot have two, consecutive upward 70.1 or 52.6 transfers without an intervening eligible list appointment if such transfers would exceed two salary grades.)

Reinstatement Eligible: Previously held the title on a permanent competitive basis or held a title as indicated under the transfer eligible section on a permanent competitive basis.

PREFERRED QUALIFICATIONS:

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