Customer Care Group Specialist 2

State of Georgia•Atlanta, GA

68d

About The Position

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.

Requirements

Pension Software
Ability to navigate the more complex screens and performs data entry in PARIS (or similar pension software)
Ability to locate and communicate to others the more complex information from within PARIS (or similar 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
Ability to proficiently use call center tracking system to document calls
Ability to train Customer Care Specialists on the telephone and call tracking software
General Computer Software
Has a basic understanding of MS Office
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
Ability to comprehend and communicate to others the details of the pension plan handbooks
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
Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport
Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar
Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations
Ability to determine when a call transfer to a Pension Analyst or more experienced Customer Care Specialist is necessary to provide more detailed account specifics
Ability to use multiple systems and sources simultaneously to provide accurate and relevant information to customers
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.

Nice To Haves

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

Responsibilities

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