Customer Care Group Specialist 2

Customer Care Specialist 2

This is a temporary to full-time 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.

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

Statewide Core Behavioral Competencies Required for Job

Additional Behavioral Competencies Required for Job

ERS Preferred Qualifications

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

ERS Career Development Criteria

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.

Statewide Entry 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.