Customer Svc Rep

Customer Svc Rep 1

Explore a World of Opportunity with the State of Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

This position works with and communicates state pension plan details to customers (including members, retirees, survivors and employers) providing information and services targeted to meet customer expectations.

Job Responsibilities & Performance Standards

• Receives and responds to customer phone calls, emails, letters, and faxes
• Directs inquiries to other individuals, departments, and agencies as appropriate
• Assists customers with regulations, policies, and procedures
• Provides accurate pension plan information and answers to inquiries from internal and external customers regarding the state pension plans
• Receives and reviews customer inquiries and requests, and makes recommendations for potential improvements to communications
• Uses call center software to document calls made and received
• Reviews PARIS and call center account data and customer profiles to assist with customer inquiries
• Updates PARIS with member/retiree information received via phone, email, letter, and fax
• Compiles information and statistics as needed
• Other responsibilities as needed

Technical Competencies Required for Job

Pension Software

• Ability to navigate basic screens and performs data entry in PARIS (or similar pension software)
• Ability to locate and communicate to others basic information from within PARIS (or similar pension software)

Call Center Software

• Ability to use telephone software for efficient handling of customer calls
• Ability to proficiently use call center tracking system to document calls

General Computer Software

• Has a basic understanding of MS Office
• Ability to navigate and perform data entry in MS Office

Regulations, Laws, and Plan Provisions

• Has a basic understanding of the regulations and laws that govern the pension plans
• Ability to comprehend and communicate to others the details of the pension plan handbooks

Customer Service

• Ability to understand customer needs by actively listening and asking probing questions
• Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport
• Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar
• Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations
• Ability to determine when a call transfer to a Pension Analyst or more experienced Customer Care Specialist is necessary to provide more detailed account specifics
• Ability to use multiple systems and sources simultaneously to provide accurate and relevant information to customers

Statewide Core Behavioral Competencies Required for Job

Proficient Level Competencies
- Detailed knowledge, understanding, and application of the competency required to be successful in the job;
Ability to handle non-routine problems and situations;
Requires minimal guidance or supervision / works independently;
Consistently demonstrates success in the competency;
Capable of assisting others in the application of the competency.

Customer Service:
Understands that all State employees have external and/or internal customers that they provide services and information to; honors all of the State's commitments to customers by providing helpful, courteous, accessible, responsive, and knowledgeable service

Teamwork and Cooperation:
Cooperates with others to accomplish common goals; works with employees within and across…