New York State Department of Civil Service Announces Examinations Open to All Qualified Individuals

Call Center Representative 1 (Higher Education Services Corporation)

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Minimum Qualifications

On or before March 8, 2008, you must have:

Either 1:	an associate's degree or 60 college semester credit hours AND one year of work experience in customer service;*
Or 2:	a high school diploma or GED AND two years of work experience in customer service.*

* Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary aspect for accomplishing the duties of the position. Qualifying experience could include call center agent, customer service representative, sales representative providing information and service, or telemarketer. Non-qualifying experience includes cashier, fast-food worker, gas station attendant, or security guard.

Important

When applying, you must provide in the appropriate spaces on application form OC-APP or online, all information to show how you meet the minimum qualifications. If you apply online and do not receive a confirmation number, your application has not been processed.

Notes

1. Appropriate part-time and volunteer experience, which can be verified, will be accepted on a prorated basis.
2. New York State residence is not required.
3. Your degree, or college credit, or high school diploma, or equivalency diploma must have been awarded by a regionally accredited college or university, high school or educational institution, or one recognized by the NYS Education Department as following acceptable educational practices. If your degree, or college credit, or high school diploma was awarded by an educational institution outside the United States and its territories, you must provide independent verification of equivalency. You can write to the Examination Information Desk of the Department of Civil Service for a list of acceptable companies who provide this service. You must pay the required evaluation fee. If you are applying on the Internet, you must mail the independent verification of equivalency to the New York State Department of Civil Service, Alfred E. Smith State Office Building, Albany, New York 12239. Attention: S4CDT.
4. The written test will be held in English. If you are considered for appointment to Call Center Representative 1 (HESC) (Spanish Language), you will be required to demonstrate your Spanish language proficiency at a level that will ensure your ability to perform properly the duties of the position.

The Positions

These positions exist in the Higher Education Services Corporation in Albany.

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Duties

As a Call Center Representative 1 (HESC), you would serve as a customer service liaison between the Higher Education Services Corporation and colleges, post-secondary schools, lenders, student loan servicers, students, and parents. You would interpret rules, regulations and application processing information, and answer questions about the Federal Family Education Loan (FFEL) program, the New York State grants (TAP) and scholarships programs, and provide guidance on the financial aid application process for federal and state sources of aid. This position involves a high level of customer interaction.

As a Call Center Representative 1 (HESC) (Spanish Language), you would provide the same services to customers who speak Spanish.

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Subject of Examination

There will be a written test which you must pass in order to be considered for appointment. The written test is designed to test for knowledge, skills, and/or abilities in such areas as:

1. Providing good customer service - These questions test for the ability to provide effective customer service. Questions will cover such topics as understanding and responding to customers with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the customer and reflects well on your agency.
2. Office record keeping - These questions test your ability to perform common office record keeping tasks. The test consists of two or more "sets" of questions, each set concerning a different problem. Typical record keeping problems might involve the organization or collation of data from several sources; scheduling; maintaining a record system using running balances; or completion of a table summarizing data using totals, subtotals, averages and percents.
3. Preparing written material - These questions test for the ability to present information clearly and accurately, and to organize paragraphs logically and comprehensibly. For some questions, you will be given information in two or three sentences followed by four restatements of the information. You must then choose the best version. For other questions, you will be given paragraphs with their sentences out of order. You must then choose, from four suggestions, the best order for the sentences.
4. Understanding and interpreting written material - These questions test how well you comprehend written material. You will be provided with brief reading selections and will be asked questions about the selections. All the information required to answer the questions will be presented in the selections; you will not be required to have any special knowledge relating to the subject areas of the selections.

Your final score must be 70 or higher in order to pass. Rank on the eligible list will be determined after adding any wartime veterans' and Civil Service Law Section 85-a credits to your final passing score.

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How To Apply

Additional Information

New York State is an Equal Opportunity Employer

It is the policy of the State of New York to provide for and promote equal opportunity in employment, compensation and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, marital status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.

Appointment to many positions in State government require candidates to undergo an investigative screening. This may include a thorough character investigation, a Federal Bureau of Investigation Criminal Record History Check, a Child Abuse Registry clearance, or other similar procedures. Candidates may be fingerprinted and may be required to pay any necessary fees for that procedure. Depending on the nature of the job, the criminal convictions discovered, or any falsified or omitted information revealed, the investigative findings may bar appointment or result in removal after appointment.

Eligibility for Employment

You must be legally eligible to work in the United States at the time of appointment and throughout your employment with New York State. If appointed, you must produce documents that establish your identity and eligibility to work in the United States, as required by the federal Immigration Reform and Control Act of 1986, and the Immigration and Nationality Act.

Religious Accommodation

Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).

Reasonable Accommodations in Testing

In addition, it is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to enjoy equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their applications. Further information is available from the Special Arrangements Unit of the Department of Civil Service at 518-457-2487 [press 2, then press 2] in the Albany area, toll free at 1-877-697-5627 [press 2, then press 2], or via TDD (telecommunications device for the deaf) at 518-457-8480.

Admission to Examination

Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, call 518-474-6470 in the Albany area or toll free at 1-877-697-5627 [press 2, then press 1].

Multiple Examinations Scheduled for the Same Day

With the exception of written tests announced by New York City, if you have applied to take a written test announced by a local jurisdiction (county, town, city) scheduled to be held on the same test date as this written test, you must call 518-474-6470 in the Albany area or toll free at 1-877-697-5627 [press 2, then press 1], no later than two weeks before the test date, to make arrangements for taking all tests at one test site. All tests will be held at the state examination center.

S4/TB2 CDT-tmc
Issued: 12/21/07

This announcement is subject to amendment or cancellation without notice. Do not copy it, or post it to any other site, but link to it instead.

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