Contact Center Trainee (W6126)

Commonwealth of VA Careers; Richmond (VA); Remote; USD 24,000 - 34,000; Part time

Job summary

Virginia Retirement System seeks a remote Customer Contact Center Trainee to handle phone calls, emails, and written inquiries about post-retirement pension and benefits. This part-time role emphasizes accuracy and customer-focused service in a fast-paced setting.

Responsibilities include serving retirees, members, beneficiaries, and employers, with training conducted virtually. Strong communication and organizational skills are essential for success in this trainee program.

Qualifications

• High school diploma or GED equivalent.
• Two years of relevant experience in a high-volume customer service role.

Responsibilities

• Respond to phone calls, emails, and written inquiries about post-retirement pension and benefits.
• Serve as front-line representative for retirees, members, beneficiaries, and employers.
• Maintain accuracy in a high-volume service environment.

Skills

Customer service

Communication

Attention to detail

Organization

Microsoft Office

Education

High school diploma or GED

College degree (preferred)

Tools

Microsoft Office

Job description

Title: Contact Center Trainee (W6126)

Agency: Virginia Retirement System

Location: Virginia Retirement System - Main Office

FLSA: Non-Exempt

Hiring Range: $21.02

Full Time or Part Time: Variable time

Eligibility: This position is open to Virginia residents only.

The Virginia Retirement System is seeking a remote Customer Contact Center Trainee to serve as a front-line representative for retirees, members, beneficiaries, and participating employers. This position responds to phone calls, emails, and written correspondence regarding post-retirement pension and benefit information.

This is a part-time opportunity for individuals who are customer-focused, detail-oriented, and interested in learning about retirement benefits in a high-volume service environment.

Interview and Assessment Process

VRS uses video or phone screen interviews and Criteria Corp assessments as the first step in the interview process. If selected, candidates will receive an email invitation to participate. Please check your email regularly, as phone calls will not be made.

Schedule

• Hours: 29 hours per week
• Work Hours: Flexible schedule between 8:30 a.m. and 5:00 p.m.
• Workdays: Monday through Friday
• Benefits: None

Required Training

All new hires complete virtual training through Microsoft Teams. Training is held Monday through Friday from 8:30 a.m. to 4:30 p.m. Daily attendance is expected to successfully complete the training program.

Minimum Qualifications

• High school diploma or GED equivalent
• Two years of relevant experience in a high-volume customer service role

Required Skills and Abilities

• Strong customer service, communication, and attention-to-detail skills
• Candidates must be able to communicate clearly and professionally, both verbally and in writing, using proper grammar and a confident, courteous tone.
• Candidates must be organized, able to manage multiple priorities, meet deadlines, and remain flexible in a fast-paced work environment.
• This role requires the ability to maintain courteous and effective working relationships with staff, elected officials, VRS members, retirees, and employers.
• Candidates must have strong computer skills and experience using Microsoft Office products, including Outlook, Word, and Excel.

Additional Considerations

Preferred candidates are comfortable in a challenging, fast-paced, and rewarding environment. They are committed to superior customer service and work well as part of a team.

Preferred experience and skills include

• College degree
• Prior pension, benefit plan, human resources, or counseling experience
• Ability to interpret and apply VRS plan benefit products and services to customer inquiries
• Ability to explain plan information and financial planning terminology to retirees
• Strong reading, writing, and math skills
• Proficiency using a computer and office productivity software
• Professional verbal and written communication skills
• Ability to perform basic calculations and financial interpretations
• Experience serving diverse customer populations through multiple communication channels

Hiring Range:

$21.02