Call Center Agent

Trsga; Atlanta (GA); In loco; USD 36.000 - 48.000; Tempo pieno

Descrizione del lavoro

Teachers Retirement System of Georgia is seeking a Customer Service Agent to respond to incoming calls, emails, and member inquiries about TRS account information, plan provisions, eligibility, benefits, and online services.

The role includes assisting members with web account registration, navigating online tools, and guiding self-service features while maintaining high service standards. Strong communication and multitasking are essential.

Competenze

• Bachelor’s degree and 3 years of recent call center experience preferred.
• Ability to type 30 WPM accurately.
• Availability to work an 8-hour shift between 7:30 a.m. – 5:30 p.m.

Mansioni

• Provide exceptional customer service to TRS members, retirees, beneficiaries, and the public via phone, email, fax, and online chat.
• Respond to inquiries related to membership eligibility, refund and retirement processes, and service purchases.
• Interpret and accurately explain TRS laws, policies, procedures, and online tools.
• Accurately notate and update member account information.
• Schedule, update, and cancel counseling appointments.
• Assist members with TRS web account registration and navigation.
• Provide guidance on self-service features, including maintaining account information.
• Submit research requests and route inquiries to the appropriate divisions as needed.
• Adhere to call center expectations, including quality assurance, punctuality, and time management.
• Perform additional duties as assigned.

Conoscenze

ACD systems

Microsoft Office

Problem solving

Communication skills

Multitasking

Independent/team work

Formazione

Bachelor’s degree

Strumenti

Microsoft Office

Descrizione del lavoro

Under close supervision, the Customer Service Agent responds to incoming calls, emails, and member inquiries regarding TRS account information, plan provisions, membership eligibility, benefits processes, and online services. This position also assists members with web account registration and online navigation. Agents are expected to deliver exceptional service while meeting call-center performance standards.

• Provide exceptional customer service to TRS members, retirees, beneficiaries, and the public via phone, email, fax, and online chat
• Respond to inquiries related to membership eligibility, refund and retirement processes, and service purchases
• Interpret and accurately explain TRS laws, policies, procedures, and online tools
• Accurately notate and update member account information
• Schedule, update, and cancel counseling appointments
• Assist members with TRS web account registration and navigation
• Provide guidance on self-service features, including maintaining account information
• Submit research requests and route inquiries to the appropriate divisions as needed
• Adhere to call center expectations, including quality assurance, punctuality, and time management
• Perform additional duties as assigned

Knowledge, Skills & Abilities

• Knowledge of ACD phone systems and call center operations
• Proficiency with Microsoft Office applications
• Strong problem-solving and decision-making skills
• Excellent oral and written communication skills
• Ability to manage 50+ incoming calls per day
• Ability to navigate multiple computer screens while assisting members
• Ability to communicate professionally across all levels of the organization
• Ability to work independently or as part of a team

Core Competencies

• Teamwork
• Customer Service
• Accountability
• Communication
• Judgment & Decision Making
• Work is typically performed in an office environment.

Physical Demands

• Sedentary work; may involve lifting up to 10 lbs.
• Requires frequent sitting, typing, and handling documents
• Frequent repetitive motions using hands, wrists, and fingers

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Minimum Qualifications & Education

• Bachelor’s degree from a four-year accredited college and three years of recent call center experience preferred, or an equivalent combination of education and experience
• Ability to type 30 WPM accurately
• Availability to work an 8-hour shift between 7:30 a.m. – 5:30 p.m.

Note: The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. The Teachers Retirement System of Georgia reserves the right to modify and expand job responsibilities and duties over time.

Teachers Retirement System of Georgia Is An Equal Opportunity Employer