Call Center Agent

Under close supervision, the Customer Service Agent responds to incoming calls, emails, and member inquiries regarding TRS account information, plan provisions, membership eligibility, benefits processes, and online services. This position also assists members with web account registration and online navigation. Agents are expected to deliver exceptional service while meeting call-center performance standards. Provide exceptional customer service to TRS members, retirees, beneficiaries, and the public via phone, email, fax, and online chat Respond to inquiries related to membership eligibility, refund and retirement processes, and service purchases Interpret and accurately explain TRS laws, policies, procedures, and online tools Accurately notate and update member account information Schedule, update, and cancel counseling appointments Assist members with TRS web account registration and navigation Provide guidance on self-service features, including maintaining account information Submit research requests and route inquiries to the appropriate divisions as needed Adhere to call center expectations, including quality assurance, punctuality, and time management Perform additional duties as assigned Knowledge, Skills & Abilities Knowledge of ACD phone systems and call center operations Proficiency with Microsoft Office applications Strong problem-solving and decision-making skills Excellent oral and written communication skills Ability to manage 50+ incoming calls per day Ability to navigate multiple computer screens while assisting members Ability to communicate professionally across all levels of the organization Ability to work independently or as part of a team Core Competencies Teamwork Customer Service Accountability Communication Judgment & Decision Making Work is typically performed in an office environment. Physical Demands Sedentary work; may involve lifting up to 10 lbs. Requires frequent sitting, typing, and handling documents Frequent repetitive motions using hands, wrists, and fingers

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Minimum Qualifications & Education Bachelor’s degree from a four-year accredited college and three years of recent call center experience preferred, or an equivalent combination of education and experience Ability to type 30 WPM accurately Availability to work an 8-hour shift between 7:30 a.m. – 5:30 p.m. Note: The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. The Teachers Retirement System of Georgia reserves the right to modify and expand job responsibilities and duties over time. Teachers Retirement System of Georgia Is An Equal Opportunity Employer #J-18808-Ljbffr Trsga