I loved how friendly and encouraging my coworkers were, as well as the opportunity to help others during the COVID-19 pandemic in New York. I liked feeling like I made a difference in someone's life. The hours and pay were also exceptional, and the training for the position was extremely thorough.
What I wish was different
Often when I did not have the authority or knowledge to solve a problem, I had to turn the caller over to a specialist. The specialists were often busy, and sometimes calls were dropped and constituents had to call again. For the specialists and callers' sake, I wish the transfer and resolution process had been smoother and that we could have had more knowledge to handle situations to take the burden off specialists.
Advice
It can seem confusing at first, but asking questions and gaining more experience on calls builds confidence. The more calls I took the better I became at identifying problems. Just remember to have a lot of empathy and listen well, and chances are the callers will be patient and understanding as well.
1
One person found this helpful
Business Analyst
June - July 2020 • Dallas, TX
What I liked
It was remote
What I wish was different
More time working
Advice
Interact more with coworkers
1
One person found this helpful
Business Analyst
May - September 2020 • East Orange, NJ
What I liked
I enjoyed the flexibility of scheduling as well as the cohort of people that I worked alongside. I had daily conversation with my managers and group mates and everyone was friendly and engaging. Everyone offered supported and gave a helping hand.
What I wish was different
The longevity of the job was a concern being that it was a relief role with the New York State government. While it was flexible in terms of how many hours it wasn’t a full week of working, only limited to Thursday- Saturday when I started then Monday to Thursday.
Advice
It was a great experience because it really showed me to to engage and communicate with business partners. I was involved with the NY state government department of unemployment and it was a stepping stone in the beginning of my career
