Customer Service Representative

Colorado-Public-Employees; Westminster (CO); Hybrid; USD 34,000 - 43,000; Full time

Benefits offered by this job

Hybrid work option

Training provided

Support for public employees

Job summary

Colorado PERA is hiring a Customer Service Representative to answer member inquiries via telephone and email, explain retirement plans and benefits, and assist members with online account access. The role includes training in Denver or Westminster with a hybrid work option after onboarding.

The ideal candidate communicates clearly in English; Spanish is preferred. A high school diploma is required, with a bachelor’s degree preferred, and prior experience in benefits or contact centers is

Qualifications

• High school diploma or equivalent education required or preferred.
• Excellent verbal and written English communication; Spanish preferred.
• Experience in benefits, retirement plans, or customer service is desirable.
• Ability to explain complex retirement and benefits information clearly.

Responsibilities

• Respond to member questions via telephone, email, or other methods.
• Identify caller needs, research issues, and offer options and solutions.
• Explain Colorado PERA services and processes clearly and accurately.
• Maintain professional conduct and adhere to policies and laws.
• Participate in ongoing training and development.

Skills

Verbal communication

Written communication

Spanish language

Customer service

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Computer applications

Job description

JOB SUMMARYThe Customer Service representative is responsible for answering inbound/outbound communications from Colorado PERA members, explaining detailed information regarding Colorado PERA's retirement plans, and other member benefits, such as healthcare programs. To perform the duties quickly and effectively, this position will access and explain member and benefit recipient account options and routine maintenance, website navigation, and secure online account access, including responding to other related topics important to Colorado PERA's members.*** Spanish speaker preferred ******This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need. Once all in-person training is completed, there will be an option for a hybrid work-from-home schedule.***The initial training period of this position will be based in both our Denver or Westminster offices depending on business need.IDEAL CANDIDATEOur ideal candidate is personable, reliable, articulate, professional, polite, and service-oriented, with a positive and flexible attitude. Prior experience in financial services and/or retirement plans is desirable. We are looking for a customer service professional with the ability to explain complex ideas in easily understood terms. Our ideal candidate can adjust their communication to each individual's needs and connect with a diverse range of people. You will use your unique skills to do important and meaningful work for the citizens of the State of Colorado.ESSENTIAL DUTIES AND RESPONSIBILITIESEmployees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations.Responding to member(s) or benefit recipient(s) questions or general inquiries, via telephone, email, or other communication methods.Identifies caller needs, research issues, and offers options and solutions in a professional manner.Understands, explains, and clarifies Colorado PERA services and processes.Understands and complies with both Colorado PERA policies and procedures and all applicable laws related to plan designs and benefits.Continually develops knowledge of Colorado PERA and the retirement industry.Participates in ongoing training and educational opportunities for professional development.Maintains regular and prompt attendance in the workplace.Other Duties/ResponsibilitiesPerforms other duties as assignedJOB QUALIFICATIONSHigh school diploma or equivalent educationBachelor’s degree preferredExceptional verbal and written communication skills in English, bi-lingual Spanish preferredPrior work experience in benefits, retirement plans, customer service or contact center functions, or equivalent combination of experience and post-secondary education desiredStrong problem resolution, attention to detail, and interpersonal skillsAbility to follow established policies and proceduresAbility to comprehend and communicate complex retirement, benefits, and insurance informationOpen to and implements feedback and coachingHigh level of professionalism and ability to handle sensitive information confidentiallyKnowledge of and ability to navigate computer applications and related business softwareAbility to maintain quality, attendance, and efficiency standards in a contact center environmentAbility to work productively and positively within a team environmentCONDITIONS OF EMPLOYMENTThis position requires the successful completion of a new hire training program. In addition, to be successful, this position requires regular attendance and minimal corrective action(s) being taken.WORKING CONDITIONSThe physical demands described here are representative of those required by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.Occasional moving and positioning of supplies in excess of 20 poundsAll employees are expected to present themselves in a professional manner in alignment with the financial services industryAbility to sit for prolonged periods of timeAbility to operate standard PC equipmentAbility to handle stress associated with frequent deadlines and tight schedulesHYBRID WORK OPTIONOpportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy. Hybrid work schedule is subject to change as business needs change.INTERESTED CANDIDATESComplete the employment application online at www.copera.org/careers. Please have copies of your resume and cover letter available to upload. Please review the following questions. You will be asked for detailed written responses to these questions as part of your application.We are a unique contact center that offers exceptional service to our membership - a diverse group of active and retired public employees of Colorado. The information we convey can be complex, and therefore, high call quality is critical. We often hear from both members and employees that we stand out from other contact centers. What makes you stand out from other applicants?This position requires focus and adaptability to an ever-changing work environment and priorities. Share two to three specific past experiences where you thrived in this setting.How do you explain complicated information in a way most callers will be able to understand?a { text-decoration: none; color: #464feb;}tr th, tr td { border: 1px solid #e6e6e6;}tr th { background-color: #f5f5f5;}What is your level of proficiency in Spanish, both spoken and written?You will be asked to complete a pre-employment skills assessment (takes approximately 20 minutes) upon submission of your application. A link for the assessment will be available to you (in your Paycom profile) if you are unable to complete it at the end of your application. The skills assessment must be completed to be considered for this position.Job Description DisclaimerThis job description is not intended to cover or provide a comprehensive listing of activities, duties, or responsibilities required of an employee. Duties, responsibilities, and activities may change or be assigned with or without notice.Unfortunately, at this time, PERA cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.All Colorado PERA employees are subject to PERA’s Ethics Policy and some employees are subject to the Personal Trading Policy. These policies include restrictions on outside business activities and employment and have certain requirements on personal trading. You may request copies of these policies from PERA’s talent acquisition team and any questions can be answered by PERA’s Investment Administration team.Why Work at PERAColorado PERA offers more than a traditional pension career. We are a mission-driven organization with a growing focus on technology and modernization. Employees have the opportunity to do meaningful work with a real impact on over 700,000 members. From enhancing digital tools and member experiences to supporting major enterprise initiatives, employees are part of meaningful, future-focused work that blends public service with innovation. We take pride in our inclusive culture, career development opportunities, and our consistent recognition as a Top Workplace based on employee feedback. PERA is a place to connect, contribute, and be part of something bigger.A Culture That CaresAt PERA, leveraging employee strengths and supporting strong engagement are the foundations of our culture. Employees are encouraged to grow through development opportunities and internal career movement, while also being part of an organization where people feel respected, informed, and included. Collaboration is encouraged across teams, allowing employees to learn from one another and contribute in ways that maximize their unique skills. We strive to foster an environment where employees can do their best work and feel supported by the people around themAn Employer that Invests in YouPERA invests in our employees in ways that matter; from comprehensive benefits and generous paid time-off to thoughtful everyday amenities that enhance the office experience. Employees are encouraged to continue learning through training, mentoring, and development at every stage of their careers. We champion a workplace where people feel valued, inspired, and equipped to grow.Join UsIf you’re energized by meaningful work, motivated by an organization that evolves with a changing world and looking for an employer that invests in you, then consider joining PERA’s team. Learn more about careers at PERA at copera.org/careers.Position Title: Customer Service RepresentativeDivision: Customer ServiceReports to: Customer Service Team ManagerJob Status: Non-exempt, Hourly, Full-TimeStarting Salary: $25.48 - $30.77 per hour, commensurate with experiencePosting Dates: 08/14/2026 to 08/30/2026