Campus Pride Jobs

NY HELPSThis 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 maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At a future date (within one year of permanent appointment), 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 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.NON-COMPETITIVE MINIMUM QUALIFICATIONS:1)Two years of full-time experience in a position interacting with the general public where your primary responsibility is communicating effectively to provide information concerning and/or explaining programs, policies and/or procedures, or to resolve customer issues and/or problems; OR2)30 semester credit hours of college-level study AND one year of full-time experience as described in option (1); OR3)60 semester credit hours of college-level study.Examples of qualifying experience: qualifying experience could include serving in a management or supervisor role in a retail, restaurant, banking, or customer service environment, or in positions such as a mediator, negotiator, call center agent, customer service representative, social worker, counselor, community service advocate, sales representative providing information and service, technical support provider, debt collection agent, or telemarketer.Customer Service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position.Examples of non-qualifying experience: include but are not limited to: bank teller, barber or hair stylist, cashier or retail/supermarket clerk, department store clerk, greeter, forms processor, bartenders, wait staff, fast food worker, restaurant worker, receptionist, taxi or bus driver, mental health aide, direct care or home health aide, gas station attendant, security guard, or provider of correctional services.COMPETITIVE MINIMUM QUALIFICATIONS:Permanent service in this title or one year of permanent competitive or 55-b/c service in a title SG-9 or higher and otherwise eligible for transfer under Civil Service Law.A list of titles approved for transfer is available through Civil Service GOT-IT at https://careermobilityoffice.cs.ny.gov/cmo/gotit/. 55 B/C APPOINTMENT: This position is eligible for 55b/c designation and candidates with 55b/c eligibility are encouraged to apply. Candidates must meet any open competitive minimum qualifications and must submit their current 55b/c eligibility letter along with their application.It is essential that candidates clearly and concisely indicate exactly how they meet the above minimum qualifications in their resume. Failure to show how you meet the minimum qualifications above may result in disqualification and removal from consideration. DUTIES: The Consumer Services Representative 1 supports the Division of Consumer Protection, Consumer Services Unit (CAU) in providing voluntary mediation for consumer marketplace disputes and assists consumers via its Consumer Helpline call-center.Under the general direction of the Consumer Assistance Unit (CAU) Director and the immediate supervision of the Consumer Services Representative 2, the Consumer Services Representative 1 duties in Consumer Protection will include but are not limited to the following: Consumer Complaint Mediation•Mediate large volume of consumer complaints received by the Division of Consumer Protection (DCP) via electronic complaint form, fax, mail, or phone. Review each case to determine appropriate action and respond to all complaints in a professional and efficient manner.•Keep records of any action taken in response to a complaint in the InterTrac for Government database management system to ensure effective case management.•Respond to all consumer complaints in a timely and effective manner.•Process incoming internet, facsimile and standard mail complaint forms as directed by Consumer Services Representative 2, or the CAU Director.•Use mediation skills to promote a fair resolution for both consumer and business.•Review cases with Consumer Services Representative 2, CAU Director, Division Program Counsel and Division Director as needed, to ensure successful complaint resolution.•Handle Legislative and other priority consumer complaints as assigned by the Consumer Services Representative 2, or the CAU Director. Provide consistent updates to supervisor until the consumer’s complaint is resolved.Consumer Helpline Operations•Answer complex consumer inquiries and educate New York consumers regarding issues of critical import, in a respectful, timely and effective manner via the Level II Consumer Helpline calls.•Adhere to designated telephone Consumer Helpline staffing schedule and maintain availability to accept consumer calls during assigned business hours.•Create and maintain a reference file of educational materials affecting NYS consumers that can be easily accessed for Helpline calls.•Provide counseling, guidance, and assistance to consumers to help prevent or mitigate identity theft.Consumer Services Unit Support•Advise DCP Director regarding any new consumer trends that may have an impact on a significant number of New York consumers.•As directed, assist in staffing DCP outreach events.•Mail complaint forms daily to those consumers that have requested a printed form via a LEVEL I phone call.•Respond to all requests for educational materials and complaint forms, as assigned.•Complete database searches for DCP Director/Press Office, as needed.•Process all FOILS and Press Details as requested by Consumer Services Representative 2, or CAU Director.•Maintain proficiency in new and existing technology used in the complaint handling process.•Participate in all mandatory continuing education classes.•Identify additional Statewide Learning Opportunities that support the role of Consumer Services Representative 1 daily activities and participate in at least two (2) per calendar year.The Department of State is proud to be an equal opportunity employer. We encourage women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability status, arrest record or criminal conviction history, or any other category protected by law.We are happy to provide reasonable and religious accommodations during the hiring process for those in need. If you have a disability or special need that requires accommodation, please send a request to HRM.Recruitment@dos.ny.gov.NOTE ON TELECOMMUTING: The Department of State employees may be approved for a maximum of 50% telecommuting, however, they are required to apply and obtain approval through management in accordance with The Department of State Telecommuting Program Guidelines.

Minimum Salary: 46306 Maximum Salary: 56743 Salary Unit: Yearly