Job Description

The duties that the incumbent of the vacancy will be expected to perform. Duties Description As a Senior Employment Security Clerk assigned to DOL's Customer Contact Center, you would answer inquiries from the general public received through a variety of communication channels including telephone, e-mail, and web chat, regarding agency services and programs. You would log inquiries and keep track of their status in order to ensure timely response and customer satisfaction. You would work under the pressure of continuous public contact; you would conduct interviews with customers to obtain details of the information they are seeking. You would have verbal and written communication with other Department staff in order to resolve customers inquiries. You would be expected to provide high quality customer service. You would also use computer terminals for input and retrieval of information.

The minimum qualifications required for this vacancy. 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, if they meet the below NY HELPS minimum qualifications. NY HELPS Minimum Qualifications: 60 or more college semester credit hours and one year of full-time work experience in customer service; or a high school diploma or GED and two years of full-time work experience, one year of which must be in customer service.*Customer service is being defined as: interacting with the general public where your primary responsibility is effectively communicating verbally to explain programs/services, policies, or procedures or resolve customer issues and/or problems.Qualifying Experience may include call center agent, customer service representative, sales representative providing information, bank officer, or telemarketer.Examples of Non-Qualifying Experience include receptionist, data entry clerk, cashier, retail clerk, bartender, wait staff, hair stylist, bus driver, or home health aide, etc. Note: It is essential that you describe your qualifying education and/or experience as completely as possible on your application; your application should describe in detail the kind of service and information you provide to the general public. Omissions or vagueness may not be interpreted in your favor. It is expected that employees hired under NY HELPS will have their non-competitive employment status converted to competitive status in the future, without having to compete in an examination. Employees will then be afforded all of 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. If you are interested in the NY-HELPS program, or this position, you may reply to this vacancy posting, or you may visit the New York State Department of Civil Service website at (copy and paste in browser) to register today, in three easy steps.Competitive Minimum Qualifications: If Civil Service Eligible list(s) exist, they will be canvassed. You may also apply if you are eligible for appointment by one of the following qualifications: To be considered for this position, a review of your state history is needed. Please provide the last four digits of your social security number in your email response or on your resume. If you are not comfortable providing this information in your response, a representative from our office will contact you via phone.55 B/C Qualifications: This position is designated 55b/c and is subject to verification of applicant eligibility. Please provide a copy of your 55b/c letter when applying. You must meet the open competitive qualifications from the most recent examination announcement.Reassignment Qualifications: Current Department of Labor employees only, with at least one year of permanent, contingent-permanent, or 55b/c service in a Senior Employment Security Clerk if you have less than one year, you must be reachable on the current Senior Employment Security Clerk eligible list for this location, if one exists.70.1 Transfer Qualifications: One year of permanent or contingent-permanent as a Grade 07 or higher determined to be similar by Civil Service. 70.4 Transfer Qualifications: One year of permanent or contingent-permanent service as a Grade 07 or higher and a passing score on the Senior Employment Security Clerk exam. Note: Candidates must not have failed the most recent examination for this title. Note: For all transfers noted, a comprehensive list of titles approved for transfer is available through Civil Service GOT-IT at .Preferred Qualifications: Ability to initiate and maintain relationships across a diverse set of stakeholders.

Additional comments regarding the vacancy. Additional Comments Please note: Specific hours may vary and should be discussed with the Supervisor at the time of employment. Additionally, telecommuting options will be discussed at the time of interview.Candidates with no previous state service will begin at the starting rate of the salary range listed above. If you are a current NYS employee and have questions regarding salary, please contact the Business Services Center (BSC): 518-457-4272, [email protected] at the Department of Labor is contingent upon the maintenance of a valid work authorization and necessary documentation to work legally in the United States.Please note: Due to operational requirements and funding considerations of various divisions/positions, there could be occasions in the future where unit assignments may change. Should this occur, it will not impact your title, salary or location. We offer a comprehensive benefits package, including: •13 paid holidays, 5 personal days, and a minimum of 13 vacation days per year•Paid sick leave (CSEA and PEF employees- 13 days; M/C employees- 8 days plus free enrollment into the Income Protection Program for short-term and long-term disability coverage).•Choice of several affordable and competitive health insurance plans•Dental and vision insurance plans at no additional cost•Membership in the NYS Employee’s Retirement System•NYS Deferred Compensation Investment Plan•Eligibility to apply for Public Service Loan Forgiveness (PSLF) (full-time employees)•Eligibility to apply for tuition reimbursement for qualifying employees and courses •Paid Parental Leave Our mission is to provide outstanding services to our customers—the workers and business that call New York home. We help New Yorkers find careers they will love. We build and support New York’s businesses. We empower and protect New York’s workers. To learn more about our mission and the exciting work of the DOL, please visit: DOL is committed to fostering employee engagement and work-life balance. We offer telecommuting (up to 40%) and alternative work schedules to eligible employees. Our exciting training and development opportunities, including Coursera and our formal Employee Recognition Program allow us to develop, recognize, and celebrate our workforce. Please note that specific benefits and programs may vary based on negotiating unit, current contract, length of State service, and program area.

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Job Tags

Permanent employment, Full time, Contract work, Temporary work, Work experience placement, Work at office, Remote work,

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