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Company Name : State of Georgia
Location : Atlanta, GA 30334
Position : Customer Care Group Specialist
Job Description : ERS Job Title: Customer Care Specialist 1
Division: Member Services
Internal Job Profile Summary
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
Other responsibilities as needed
ERS Career Development Criteria
Customer Care Specialist II
Customer Care Specialist III
Customer Care Specialist Supervisor
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.
ERS Preferred Qualifications
High school diploma or GED AND one year of experience in a customer service call center environment.
Statewide Entry Qualifications
High school diploma or GED AND Six months of experience handling customer’s questions, complaints and/or providing information.
This post is listed Under Georgia jobs
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