New York State Higher Education Services Corporation · 1 day ago
Call Center Representative 2
Albany, NY
Full-time
Hybrid
Mid Level
$27/hr - $32/hr
3+ years expNew York State Higher Education Services Corporation is seeking a Call Center Representative 2 to supervise and coordinate the Communication Center's operations. The role involves managing staff, setting performance standards, resolving complex issues, and ensuring service levels are met.
Financial ServicesHigher EducationNon Profit
Responsibilities
Supervise and assign work to staff, coordinate schedules and the flow of calls through the Communication Center, analyze and prioritize workload
Establish performance standards for Customer Service representatives; review and analyze work force data reports to ensure that performance goals are met
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
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
Develop reports reflecting individual statistics for Communication Center representatives to ensure service levels are met; set performance goals and review with staff
Update staff on issues such as policy changes relating to TAP and other applicable programs
Monitor the operation of the Communication Center using workforce management software to avoid backlogs and long wait times
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
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
Complete performance reviews and counsel staff on performance issues
Complete special assignments and projects as assigned by supervisor
Qualification
Required
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
1 year + experience training individuals through side-by-side hands-on training, instructor led training, coaching/mentoring and/or facilitated group discussion/activities
Proficient in Microsoft Office Suite
Excellent written and verbal communication skills and listening skill
Benefits
Holiday & Paid Time Off
Health Care 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.
Company
New York State Higher Education Services Corporation
The Higher Education Services Corporation (HESC) is a state agency in New York, United States that was created to help make higher education more accessible and affordable for New York residents.
51-200 employees
Funding
Current Stage
Growth StageRecent News
New York State Office of the Governor
2025-05-24
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