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About the Role
The incumbent will assist in the implementation of the Division’s Customer Care Model to ESD customers, including minority and woman-owned business enterprises (MWBEs), NYS agencies and authorities, stakeholders, and strategic partners. This role supports outreach campaigns, special projects, and administrative duties for the Customer Care Unit.
Responsibilities
- Provide exceptional service to MWBD customers.
- Respond to a high volume of customer inquiries via incoming phone calls and email correspondences.
- Present professionalism and care to provide clear, accurate, complete, and concise information regarding the NYS MWBD certification application process and NYS MWBE Program services.
- Identify and assess caller’s needs to achieve high customer satisfaction.
- Serve as a register of information for DMWBD, working with the Certification unit and other divisions.
- Handle customer frustrations with empathy and a solutions-based approach.
- Track interactions with customers utilizing the Customer Relations Management (CRM) tool.
- Provide technical assistance and understanding of products and services through various platforms.
- Undertake other projects and assignments as directed.
Requirements
- One year of experience where most work time is spent performing various communication tasks centered on customer service, primarily dealing with the general public.
- List Eligibility: Open to those reachable on the Office Assistant 2 (Customer Service) eligible list.
- Promotional Eligibility: One-year permanent competitive service in an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher.
- Transfer Eligibility: Candidates must have one year of permanent competitive service in a title eligible for transfer via Section 70.1 of the Civil Service Law.
- Reinstatement Eligible: Previously held the title on a permanent competitive basis or held a qualifying title on a permanent competitive basis.
Skills
- Exceptional customer service and interpersonal skills.
- Excellent communication (verbal and written).
- Organization skills.
- Time management skills.
- Attention to detail.
- Independent follow through.
- Critical thinking.
- Problem-solving abilities.
- Proficiency in technology platforms and database management.
- Proficiency with Microsoft office programs.
Location
- NYC
- New York, NY
Work Type
- Contingent-Permanent
Experience Level
- One year of experience in customer service and/or administrative roles supporting internal or external stakeholders.
- Two years of experience in customer service and/or administrative roles supporting internal or external stakeholders.
Education Level
- An associate or bachelor’s degree with a strong background in Customer Service and/or Customer Support.
Salary/Compensations
- $44,560 - $54,773
- $4,150 location pay
About the Company
- The Division of Minority & Women’s Business Development (DMWBD) is part of Empire State Development (ESD).
Equal Opportunity
- New York State is an Equal Opportunity/Affirmative Action employer.
- Minorities, women, and individuals with disabilities are encouraged to apply.
- Please contact Human Resources if you require an accommodation.