EXPANDED SCOPE
FOR
CALL CENTER REPRESENTATIVE OC
SENIOR CALL CENTER REPRESENTATIVE OC
1.
NAME AND NUMBER
CHECKING
- These questions test for the ability to distinguish between sets of words,
letters, and/or numbers that are almost exactly alike. Material is usually presented in two or three columns, and you will
have to determine how the entry in the first column compares with the entry in
the second column and possibly the third. You will be
instructed to mark your answers according to a designated code provided
in the directions.
2.
OPERATIONS WITH
LETTERS AND NUMBERS - These questions test for skills and abilities in
operations involving alphabetizing, comparing, checking and counting. The
questions require you to follow the specific directions given for each question which may involve alphabetizing, comparing,
checking and counting given groups of letters and/or numbers.
3.
CUSTOMER SERVICE - These questions
test for knowledge of techniques used to interact with other people, to gather
and present information, and to provide assistance, advice and effective
customer service in a courteous and professional manner. Questions will cover
such topics as understanding and responding to people with diverse needs,
perspectives, personalities, and levels of familiarity with agency operations,
as well as acting in a way that both serves the public and
reflects well on
your agency.
4.
UNDERSTANDING AND
INTERPRETING WRITTEN MATERIAL - These questions test for the ability to
understand and interpret written material. You will be
presented with brief reading passages and will be asked questions about
the passages. You should base your answers to the questions only on what is presented in the passages and not on what you may happen
to know about the topic.
The New York State Department of Civil
Service has not prepared a test guide for this examination. However, candidates
may find information in the publication 'General Guide to Written Tests'
helpful in preparing for this test. This publication is available on line at:
https://www.cs.ny.gov/testing/testguides.cfm.
USE OF CALCULATORS IS RECOMMENDED
10/22/22