Contact Center Representative Remote

Title: Contact Center Representative (Remote)

State Role Title: Admin & Office Specialist II

Hiring Range: $56531

Pay Band: UG

Agency: Virginia Retirement System

Location:Virginia Retirement System

Agency Website: Type: General Public G

Job Duties

Annual Salary: $56531 This position is open to Virginia residents only

***Please Read This First VRS utilizes Spark Hire for oneway video interviews and Criteria Corp for candidate assessments as the initial step in the interview process for this position. If you are selected for this step you will receive an email invitation to participate. Please ensure you check your email regularly as no phone calls will be made.***

The Virginia Retirement System (VRS) is seeking to hire two experienced contact center customer service professionals to serve as a Member Counseling Representative or a Retiree Counseling Representative answering phone calls and responding to a variety of questions inquiries and requests related to advancedlevel pension and benefit information. This position serves as a frontline representative and provides exceptional customer service to active VRS members.

Essential duties include but are not limited to:
Maintains an advanced level of understanding of the agencys benefits services and all related procedures.
Verifies and validates the identity of callers to properly assist with needs.
Responds accurately to a variety of questions inquiries and requests related to plans benefits and retirement processes via phone.
Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
Conducts research and makes followup phone calls as necessary.
Provides assistance with online access to MyVRS troubleshooting technical issues that arise.
Executes and communicates all relevant Contact Center policies and procedures including providing procedural information to other staff members.
Prepares customer communications and correspondence as required using a variety of communication mediums.
Performs various other duties and participates in special projects as assigned.
Participates in crosshierarchal teams and contribute to improving services across agency lines.

Minimum Qualifications

High School Diploma or GED Equivalent.

Two 2 years of call center or customer service experience or an equivalent combination of education and experience.


Required Skills and Abilities:

The ability to work independently from a home office with limited interruption.
Must have strong working knowledge of computers and be proficient in the use of Microsoft Office Suite of Products (i.e. Outlook Word Excel etc.
Superior customer service skills and strong active listening ability.
Ability to effectively communicate (verbally and in writing) in a clear professional confident manner using proper grammar.
Ability to consistently engage with diverse customer populations and build rapport through professionalism empathy and confidence.
Ability to manage and deescalate customer complaints.
Proficiency in math.
Ability to follow established procedures; complete assignments within established deadlines.

Additional Considerations

Preferred candidates will possess these qualifications:

Prior experience working remotely as a customer service professional.
Prior pension benefit plan HR or counseling experience.
Ability to interpret and apply knowledge of VRS Plan benefit products and services related to caller inquiries.
Ability to counsel VRS members on plan information and financial planning terminology.
Ability to perform basic calculations and financial interpretations.

Special Instructions

You will be provided a confirmation of receipt when your application and/or rsum is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

Contact Information

Name: VRS Human Resources

Email:

In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). ServiceConnected Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1 2022 February 29 2024 can still use that COD as applicable documentation for the Alternative Hiring Process.