STAFF SERVICES ANALYST

Calstrs•Yolo, CA

15d•Hybrid

About The Position

The CalSTRS Customer Service Division is seeking an accountable team player who can think critically on their feet and has a passion for helping others to join the Contact Center Team as a Contact Center Analyst. Customer Service is the first point of contact for CalSTRS' members, benefit recipients, and other constituents. Through multiple communication channels which include telephone, secure messaging, and written correspondence, the contact center is responsible for providing excellent member service through accurate, consistent, complete, and timely responses to each inquiry. The Contact Center provides quality customer service to CalSTRS members, benefit recipients, and others who rely on accurate and timely information to make critical, life-impacting decisions. Under the supervision of the Contact Center Team Manager, the Contact Center analyst will: Respond to customer contacts received through multiple customer communication channels. Support service level demands and build the foundation to the expert skill level needed to efficiently manage contacts, both orally and in writing. Support other Contact Center analysts and agents. Efficiently manage multi-channel workload to ensure optimal productivity and maximum customer satisfaction. The ideal candidate will possess the following skills: Experience in providing excellent customer service Ability to work independently and take independent action when needed Willingness to work in a team environment Excellent verbal, written communication, and interpersonal skills Demonstrated competence in the use of mainframe systems and various PC applications Willingness to take initiative and be accountable Ability to adapt to changes in policies and procedures Ability to learn quickly and think critically Demonstrated ability to apply laws, rules, and regulations Ability to adhere to a preplanned schedule

Requirements

Experience in providing excellent customer service
Ability to work independently and take independent action when needed
Willingness to work in a team environment
Excellent verbal, written communication, and interpersonal skills
Demonstrated competence in the use of mainframe systems and various PC applications
Willingness to take initiative and be accountable
Ability to adapt to changes in policies and procedures
Ability to learn quickly and think critically
Demonstrated ability to apply laws, rules, and regulations
Ability to adhere to a preplanned schedule

Responsibilities

Respond to customer contacts received through multiple customer communication channels.
Support service level demands and build the foundation to the expert skill level needed to efficiently manage contacts, both orally and in writing.
Support other Contact Center analysts and agents.
Efficiently manage multi-channel workload to ensure optimal productivity and maximum customer satisfaction.