HIGHER EDUCATION SERVICES CORPORATION

HUMAN RESOURCES

VACANCY NOTICE # 3967

FILING DEADLINE: 12/15/2025

JOB TITLE: Call Center Representative 2

SALARY GRADE: NS

NEGOTIATING UNIT: CSEA

SALARY RANGE: $27.06/Hour - $32.87/Hour

APPOINTMENT TYPE: Temporary/Hourly

JURISTICTIONAL CLASS: Competitive

WORK LOCATION: Albany, NY

PROGRAM AREA: Communications

WORKING HOURS: 8:30AM – 4:30 PM

TRAVEL PERCENTAGE: N/A

TELECOMMUTING INFORMATION: Initially positions work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview.

MINIMUM QUALIFICATIONS:

A bachelor’s degree and 1 year of work experience in a customer call center* operation in a government agency **

60 college credit semester hours and 2 years of work experience in a customer call center* or operation in a government agency**

A High School Diploma or GED and 3 years of work experience in a customer call center* or operation in a government agency*
* Customer call center is defined as dealing with many different individuals on a continuous basis where verbal communication is the principal skill in accomplishing the duties.

** A government agency includes a Department, Office or Commission and any unit, bureau or division in a Department, Office, or Commission, at a Federal, State, County, or Municipal level. It does not include any private or publicly held entity, example a firm, company, or similar non-government entity that contracts with or provides services to, a government agency.

PREFERRED QUALIFICATIONS:

· 1 year + experience supervising individuals in a customer call center.

· Proficient in Microsoft Office Suite

· Excellent written and verbal communication skills and listening skill.

· Strong interpersonal skills.

DUTIES DESCRIPTION:

Duties include but are not limited to:

1. Supervise and assign work to staff, coordinate schedules and the flow of calls

through the Communication Center, analyze and prioritize workload.

2. Establish performance standards for Customer Service representatives; review

and analyze work force data reports to ensure that performance goals are met.

3. Work with Communication Center representatives to resolve difficult problems and

processing issues including status of TAP applications, NYS Residency and IVP

appeals and specialized research/problem resolution for

schools experiencing more complicated processing issues.

4. Recommend changes to work schedule and staff assignments to ensure

Communications Center call answer rate goals are met during peak calling

periods: assess agent skills and adjust as necessary

5. Develop reports reflecting individual statistics for Communication Center

representatives to ensure service levels are met; set performance goals and

review with staff.

6. Update staff on issues such as policy changes relating to TAP and other
applicable programs.

7. Monitor the operation of the Communication Center using workforce management

software to avoid backlogs and long wait times.

8. Assist in many aspects of training, including classroom instruction, one-on-one

coaching, updates to training manuals.

train staff on Federal and State policy so they are kept up to date on TAP

regulations.

9. Make student record maintenance updates on TAP, TAP Web online and HESC

mainframes; utilize databases

To monitor account status; monitor Help Desk Tickets and Web Mail for

completeness and accuracy

10. Complete performance reviews and counsel staff on performance issues.

11. Complete special assignments and projects as assigned by supervisor.

NOTE: HESC’s business hours require working between 8:00 a.m. and 5:00 p.m.

This position may be eligible for 55b/c designation and candidates with 55 b/c eligibility are encouraged to apply. Candidates must possess the minimum qualifications and a current 55b/c eligibility letter. For 55 b/c consideration, candidates must satisfy at least one of the Open Competitive qualifications listed. For more information on this program, please visit the NYS Department of Civil Service website, 55b/c Recruitment Resources Center (ny.gov).

NYS is an equal opportunity employer.

Benefits of Working for NYS

Generous benefits package, worth 65% of salary, including:

Holiday & Paid Time Off

Thirteen (13) paid holidays annually, plus two (2) floating holidays
Up to Thirteen (13) days of paid vacation leave annually
Up to Five (5) days of paid personal leave annually
Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C
Up to three (3) days of professional leave annually to participate in professional development
Initially positions will work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview.

Health Care Benefits

Eligible employees and dependents can pick from a variety of affordable health insurance programs
Family dental and vision benefits at no additional cost

Additional Benefits

New York State Employees’ Retirement System (ERS) Membership
NYS Deferred Compensation
Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
Public Service Loan Forgiveness (PSLF)
And many more.

METHOD OF APPLICATION: Apply by submitting an updated resume and cover letter to Human Resources via e-mail at resumes@hesc.ny.gov by the filing deadline listed in this posting.

Pay: $27.06 - $32.87 per hour

Expected hours: 37.5 per week

Work Location: In person

NYS Higher Education Services Corporation

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