Office Assistant 2 (Customer Service), (NY HELPS)

Job Opening

APPLICATION DEADLINE DATE: June 19, 2026

JOB TITLE:                    Office Assistant 2 (Customer Service), (NY HELPS) SG9, CSEA                                                                             LOCATION:                    NYC 

APPOINTMENT TYPE:  Contingent-Permanent                                                                                                                                              JURISDICTION CLASS: Competitive

DEPARTMENT:               Division of Minority & Women’s Business Development

                                       5 Grand Central East

                                       New York, NY 10017 

BASIC FUNCTION:

Under the direct supervision of the Sr. Director of Quality Assurance & Customer Satisfaction and the general direction of the Vice President of Certification, 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 additional strategic partners. The incumbent will assist in outreach campaigns and special projects, as well as perform the administrative and programmatic duties necessary to support the activities of the Customer Care Unit. 

WORK PERFORMED:

• Provide exceptional service to MWBD customers. 
• Respond to a high volume of customer inquiries via incoming phone calls and email correspondences.
• Present exceptional professionalism and care to present clear, accurate, complete, and concise information regarding the NYS MWBD certification application process and NYS MWBE Program services as presented as directed. 
• Identify and assess caller’s needs to achieve high customer satisfaction and leave them with a good impression. 
• Serve as a register of information for DMWBD, primarily working with the Certification unit and other divisions throughout Empire State Development.
• Handle customer frustrations with empathy and a solutions-based approach.
• Track interactions with customers utilizing our Customer Relations Management (CRM) tool.
• Provide technical assistance and an understanding of products and services through a variety of platforms [e.g., telephone, email, as well as video, chat, and in-person (when applicable)].
• Other projects and assignments as directed. 

MINIMUM QUALIFICATIONS:

This 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 may be filled via a non-competitive appointment, which means no examination is required. However, all candidates must meet the minimum qualifications of the title for which they apply. 

At a future date, 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 with all 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.

Minimum Appointment Qualifications: One year of experience where most work time is spent performing various communication tasks centered on customer service, and primarily, but not exclusively, deal with the general public.

List Eligibility: Open to those reachable on the Office Assistant 2 (Customer Service) eligible list.

55B/C Eligibility: This position is eligible for 55b/c appointment, and candidates with 55b/c eligibility are encouraged to apply. To be eligible for a 55b/c appointment, candidate must be currently enrolled in the C