Customer Service Agent I

Administrative & Operations Support

Under close supervision, this position will answer incoming telephone calls, e-mails, and faxes from members regarding general and specific account and plan-level information, and provide web registration and navigation assistance.

Minimum Qualifications & Education

High School Diploma or equivalent and three years of recent call center experience preferred in a financial industry. Type 30 WPM accurately. Must be able to work an 8-hour schedule between the hours of 7 : 30 am-5 : 30 pm.

Essential Duties & Responsibilities

• Provide exceptional customer service to active and retired members, beneficiaries, and the general public via telephone, e-mail, fax, or online chat sessions
• Respond to incoming calls regarding, but not limited to, membership / retirement eligibility, refund / retirement processes, and service purchases
• Review, comprehend, and speak knowledgeably to members regarding current laws, agency policies, web services, and departmental policies and procedures
• Notate and update account information accurately
• Schedule, cancel, and update appointments
• Assist members with TRS web account registration and navigation
• Provide information regarding self-service features such as updating and maintaining account information or initiating an online chat session
• Appropriately submit requests for research and route calls to appropriate division, if needed
• Constantly maintain call center guidelines and expectations including quality assurance, attendance, punctuality, and time management
• Perform other duties as assigned

In addition to a competitive salary, TRS offers a generous benefits package, which includes a pension plan; 401(k) with matching contribution; 13 paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and child care spending accounts.

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered, but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for the next steps in the selection process. Applicants who are not selected will not receive a notification. This position is subject to close once a satisfactory applicant pool has been identified. Candidates for this position are subject to a reference and a background check. The Teachers Retirement System is an Equal Opportunity Employer.