Call Center Representative 2 SL

Grade 14

New York State has approximately 2 positions* in this title statewide. You may view a breakdown of positions by county. This position exists in Children&Family Svcs, Off of. 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 2 or Call Center Representative 2 (Spanish Language), you would supervise a team of Call Center Representative 1's and directly handle the more complex calls and issues to ensure a prompt and appropriate resolution of problems and that any necessary corrective actions are taken. You would monitor telephone calls taken by subordinate staff and/or have direct customer contact to ensure adherence to quality control, performance, and operation standards; provide technical assistance or training; assist in the maintenance and revision of policy and procedure manuals, training documents, and other materials which serve as instructional aids; and identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling. You may also perform call taking and electronic functions during peak volume times and for staff coverage.

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 in order to be considered for this position.

There are two examinations for this position. Please note: New York State employees may qualify for both."

For employees of New York State, on or before the date of the examination, you must be a qualified employee of the New York State Office of Children and Family Services or the Office of the State Comptroller and have had three months of permanent competitive or 55 b/55-c service as: a Call Center Representative 1 or Call Center Representative 1 (Spanish Language).

Only the title or titles listed are qualifying.

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

Either 1. a high school diploma or high school equivalency diploma, and three years of full time work experience as a call center agent in a customer call center* in a government agency;**

Or 2. sixty college semester credit hours and two years of full time work experience as a call center agent in a customer call center* in a government agency;**

Or 3. a bachelor's degree and one year of full time work experience as a call center agent in a customer call center* in a government agency.**

*A customer call center is defined as a telephone service facility set up to handle a large number of inbound and/or outbound calls. The specific work experience must have included the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.

**A government agency is defined as a Department, Office, or Commission at the federal, state, county, or municipal level. This includes any unit, bureau, or division in a Department, Office, or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, such as a firm, company, or similar non-governmental entity, that contracts with or provides services to a government agency.

If you are selected for appointment as a Call Center Representative 1 (Spanish Language), you will be required to demonstrate proficiency in that language. Proficiency must be at a level which will permit you to perform the duties of the position satisfactorily.

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.


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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