TRS is currently hiring for the following position:

Customer Care Agent (Call Center)

Salary range is $40,600 -$42,000

**This is a hybrid remote position (1 day in office/4 remote) that will be offered after training. During training, you will need to be prepared to come to the the Atlanta office up to 5 days per week.***

JOB SUMMARY

Under close supervision, this position will answer inbound telephone calls, e-mails, faxes from members regarding general and specific account and plan level information.

MINIMUM QUALIFICATIONS & EDUCATION

• High School Diploma and three years recent experience in call center environment
• Handle high volume of inbound calls in a timely manner
• Active listening skills.
• Type 30 WPM accurately to record call notes in the system.
• Must be able to work an 8- hour schedule between the hours of 7:30 am-5:30 pm. **No nights or weekends**

PREFERRED ADDITIONAL QUALIFICATIONS

None.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide exceptional customer service to active and retired members, beneficiaries, and the general public via telephone or e-mail.
• Respond to inbound calls regarding, but not limited to, membership/retirement eligibility, refund/retirement processes, and service purchases.
• Review, comprehend, and speak knowledgeably to members regarding current laws, agency policies, web services, and departmental policies and procedures.
• Notate and update account information accurately.
• Schedule, cancel, and update appointments.
• Assist members with TRS website navigation and functions including using the pension calculator, accessing member information, locating forms and publications.
• Provide information regarding self-service features such as updating and maintaining account information or initiating an online chat session.
• Appropriately submit requests for research and route calls to appropriate division if needed.
• Constantly maintain call center guidelines and expectations including quality assurance, attendance, punctuality, and time management.
• Perform other duties as assigned.

PHYSICAL DEMANDS OF THE JOB

The physical demands of the work job is sedentary work which involves exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

While performing the duties of this job, the employee will also regularly be required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, specific vision abilities required by this job include close vision requirements due to computer work

ADDITIONAL INFORMATION

In addition to a competitive salary, TRS offers a generous benefit package, which includes a pension plan;401(k) with matching contribution; 13 paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and child care spending accounts.

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered, but may not necessarily

receive an interview. Selected applicants will be contacted by the hiring agency for the next steps in the selection process. Applicants who are not selected will not receive a notification.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

Candidates for this position are subject to a reference and a background check.

The Teachers Retirement System is an Equal Opportunity Employer

Job Type: Full-time

Pay: $40,600.00 - $42,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Atlanta, GA 30318: Relocate before starting work (Required)

Work Location: Hybrid remote in Atlanta, GA 30318