GOT-IT

Call Center Representative 1

Grade 09

New York State has approximately 309 positions* in this title statewide. You may view a breakdown of positions by county. This position exists in various agencies statewide. View links to all New York State agencies including agencies that have this title. For more information, New York State employees can contact the Career Mobility Office at (518) 485-6199 or (800) 553-1322. If you are not a current New York State employee, you can use the Department of Civil Service Web site to explore possible employment opportunities.

*The number of positions is approximate and represents the number of positions established (both filled and vacant); it is not an indication or reference to position type or duration, or intent to be filled. If you are viewing a trainee title, please note this number reflects the number of positions established at the journey level. Agencies may fill at the trainee level(s) or at the journey level based on employee qualifications. GOT-IT does not provide information on any job postings or job availability. For information on current job postings, please visit State Jobs NY. You may also visit specific New York State Agency websites for information about an agency and its job opportunities.

Career Ladder

A listing of titles that are most commonly used as steps for upward mobility for this title series. The salary schedule for this career ladder is also available.

  1. Call Center Representative 1

    Grade 09

  2. Call Center Representative 1 Spanish Language

    Grade 09

  3. Call Center Representative 2

    Grade 14

  4. Call Center Representative 2 SL

    Grade 14

  5. Call Center Representative 3

    Grade 17

Summary of Job Description

As a Call Center Representative 1, you would respond to customer's inquiries, provide information about agencies' programs and services in-person or by telephone, conduct interviews to secure complete information and identify the appropriate course of action, and contact New York State agencies and the private sector to gather information to resolve complaints and process requests. Illustrative duties include: utilize various information systems to track and respond to inquiries from customers; explain and interpret information by telephone to applicants, clients, and other customers; interview applicants, claimants, and other persons who request services to obtain the information needed to complete forms, records, or other documents; contact clients, applicants and other persons to schedule interviews, hearings, and appointments for other reasons; and draft correspondence in reply to in-person and telephone requests from clients, applicants and other persons.

View the classification standard for this title, on the Classification and Compensation webpage.

The NYS Title and Salary Plan provides additional information regarding other titles. If there is a classification standard available there will be a link under the column labeled STD. NO. If no link is available there is no classification standard available at this time for that title.

Summary of Minimum Qualifications

Please note: qualifications for this position may be subject to change. If substitutions for education and/or experience are allowed, this information would be available on the announcement.

You must take and pass a Civil Service examination to be considered for this position.

For all qualified individuals, on or before the date of the examination, you must have:

Either 1: a high school diploma or have earned a high school equivalency diploma AND two years of full time equivalent work experience in customer service;*

Or 2: sixty college semester credit hours AND one year of full time equivalent work experience in customer service.*

*Customer service, for the purposes of this examination, 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.

For informational purposes only, click on the examination number(s) listed below to see the current or previous examination(s) that are used to fill this title.

26-578

How to Apply

When this examination is scheduled to be held, the announcement can be found on the Department of Civil Service, Examination Announcements web page. If you do not see an examination currently scheduled please check back on a monthly basis or sign up for announcement notification by email so that you will automatically be notified when new examinations are being offered.

Career Mobility

Career mobility is not just limited to the titles in the Career Ladder, above. Additional movement may be achieved through other examinations, additional education and/or work experience or transfer opportunities. For additional information or clarification of transfer determinations, current State employees should contact the Career Mobility Office. Visit ELMS Online to view established open-competitive, promotion, and transition eligible lists. If you are not a current New York State employee, see Employment Opportunities with New York State and find out how to become a New York State employee.

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