Customer Svc Rep

Position: Customer Svc Rep 1
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Job Title:

Customer Svc Rep 1

Agency:

Employees' Retirement System of Georgia Job

Requisition :

Day (United States of America)
Compensation Details:

THE SALARY FOR THIS POSITION IS COMMENSURATE WITH EXPERIENCE.

Job Description:

PLEASE BE ADVISED
- This is a temporary to full-time position.

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 his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others

Basic Level Competencies
- Basic understanding or knowledge needed for the job;
Basic understanding and knowledge sufficient enough to handle routine tasks;
Requires guidance or supervision when applying the competency;
Understands and can discuss terminology and concepts related to the…