ABOUT US

The Teachers Retirement System (TRS) is the largest public retirement system in Georgia. TRS administers the fund from which teachers in the state’s public schools, many employees of the University System of Georgia, and certain other designated employees in educational-related work environments receive retirement benefits. TRS manages the retirement accounts of 262,000 active members, and pays a monthly benefit to 128,000 retired members and survivors.

Don’t miss this opportunity to come work with us and help us serve Georgia Educators!

TRS is currently hiring for the following position:

Customer Care Agent (Call Center)

Salary is low 40s

• This is a hybrid remote position that is available after training**
• Must have call center experience**

Job Summary

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

MINIMUM QUALIFICATIONS & EDUCATION

• Bachelor’s degree from a four-year accredited college and three years recent call center experience.
• Type 30 WPM accurately.
• Must be able to work during the hours of 7:30 am-5:30 pm.

PREFERRED ADDITIONAL QUALIFICATIONS

None.

Essential Duties & Responsibilities

• Provide exceptional customer service to active and retired members, beneficiaries, and the general public via telephone, e-mail, fax, or online chat sessions.
• Respond to incoming 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; 12 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

High school diploma/GED and one (1) year of experience communicating information in a customer service setting are required.

Additional Information

• Agency Logo:
• Requisition ID: ADM0HZB
• Number of Openings: 3
• Advertised Salary: Low 40s
• Shift: Day Job
• Posting End Date: Mar 23, 2025

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