Customer Svc Rep 2

Employees' Retirement System of Georgia; United States; On-site; USD 38,000 - 52,000; Full time

Job summary

Employees' Retirement System of Georgia seeks a Customer Svc Rep 2 to deliver high‑quality information about state pension plans to members, retirees, survivors, and employers. You will handle inquiries with care, navigate PARIS data, and support improvements in communication within a state government setting.

The role involves phone, email, and written correspondence, use of pension software, and collaboration with teammates to ensure accurate, timely responses in a fast-paced public service

Qualifications

• Minimum Qualifications include a high school diploma or GED and two years of related experience; or an Associate’s degree and related experience.
• Proficiency in customer service with ability to handle inquiries in a timely and accurate manner.
• Familiarity with pension plans, regulations, policies, and procedures is preferred.

Responsibilities

• Respond to customer phone calls, emails, letters, and faxes.
• Direct inquiries to appropriate individuals or departments.
• Assist customers with pension plan regulations, policies, and procedures.
• Provide accurate pension information to members, retirees, survivors, and employers.
• Review inquiries and suggest improvements to communications.
• Document calls in call center software and update member data in PARIS.
• Assist with training of Customer Care Specialists.

Skills

Customer service

Active listening

Communication

Patience & empathy

Problem solving

Professionalism

Education

Associate’s degree from an accredited college or university

High school diploma/GED

Tools

PARIS pension software

Call center software

MS Office

Job description

Explore a World of Opportunity with the State of Georgia! We are the force that drives Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title: Customer Svc Rep 2
Agency: Employees' Retirement System of Georgia
Job Requisition ID: JR0000005031
Shift: Day (United States of America)
Compensation Details: THE SALARY FOR THIS POSITION IS COMMENSURATE WITH EXPERIENCE.

Job Description: 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
• Performs job responsibilities with minimal supervision
• Assists with training of Customer Care Specialists

Technical Competencies Required for Job

• Pension Software: Ability to navigate the more complex screens and performs data entry in PARIS (or similar pension software)
• Pension Software: Ability to locate and communicate to others the more complex information from within PARIS (or similar pension software)
• Pension Software: Ability to train Customer Care Specialists on the basic PARIS (or similar pension software) panels
• Call Center Software: Ability to use telephone software for efficient handling of customer calls
• Call Center Software: Ability to proficiently use call center tracking system to document calls
• Call Center Software: Ability to train Customer Care Specialists on the telephone and call tracking software
• General Computer: Has a basic understanding of MS Office Software
• General Computer: Ability to navigate, enter data, and perform manipulation data in MS Office
• Regulations, Laws, and Plan Provisions: Has a basic understanding of the regulations and laws that govern the pension plans
• Regulations, Laws, and Plan Provisions: Ability to comprehend and communicate to others the details of the pension plan handbooks
• Regulations, Laws, and Plan Provisions: Ability to apply the details of the pension plan handbooks to the more complicated member and retiree accounts
• Customer Service: Ability to understand customer needs by actively listening and asking probing questions
• Customer Service: Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport
• Customer Service: Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar
• Customer Service: Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations
• Customer Service: Ability to determine when a call transfer to a Retirement Benefits Specialist or more experienced Customer Care Specialist is necessary to provide more detailed account specifics
• Customer Service: 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.

Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the Agency and State to maintain the public’s trust

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

Results Orientation: Consistently delivers required business results; sets and achieves achievable, yet aggressive goals; consistently complies with quality standards and meets deadlines; maintains focus on Agency and State goals

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 competency.

Judgment and Decision Making

Analyzes problems by evaluating available information and resources; develops effective, viable solutions to problems which can help drive the effectiveness of the department and/or State of Georgia

Additional 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

Communication

Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas; appropriately adapts his/her message, style, and tone to accommodate a variety of audiences

Conflict Management

Addresses conflicts by focusing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when needed

Cultural Awareness

Demonstrates an open-minded approach to understanding people regardless of their gender, age, race, national origin, religion, ethnicity, disability status, or other characteristics; treats all people fairly and consistently; effectively works with people from diverse backgrounds by treating them with dignity and respect

Flexibility

Adapts to change and different ways of doing things quickly and positively; does not shy away from addressing setbacks or ambiguity; deals effectively with a variety of people and situations; appropriately adapts one’s thinking or approach as the situation changes

Initiative

Proactively identifies ways to contribute to the State’s goals and missions; achieves results without needing reminders from others; identifies and takes action to address problems and opportunities

Professional Development

Demonstrates a commitment to professional development by proactively seeking opportunities to develop new capabilities, skills, and knowledge; acquires the skills needed to continually enhance his/her contribution to the State and to his/her respective profession

Teaching Others

Enhances the capabilities of the organization by openly and effectively sharing his/her subject matter expertise with others; supports a continuous learning environment by preserving and compiling intellectual capital which can be used by others within his/her work group, department and State entities, as appropriate

Work Environment

This is a general office environment consisting of cubicle desk space. Ambient room temperatures, lighting and traditional office equipment are provided as found in a typical office environment.

Physical Demands

Individuals working in this job are required to multi-task while seated. This includes answering phone calls, research information, and typing using computers throughout the workday. Also may require walking periodically, primarily on a level surface. Must be able to reach above shoulder height, below the waist, or lift (up to 25 pounds) to file documents or store materials.

ERS Preferred Qualifications

Associate’s degree from an accredited college or university AND Two years of related experience OR Four years of related experience.

Minimum Qualifications

High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services. Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.

Georgia State Government is a large enterprise, composed of various entities with a common goal to improve the lives of Georgia's 10 million citizens. With nearly 62,000 employees, we are one of the single largest employer in the state. Public service opportunities stretch across the state as employees live and work in all 159 counties. From traditional fields such as accounting, nursing, and engineering to unique fields like forestry and natural resources management, Georgia state government provides a world of opportunity.