Customer Service Representative

Department

Retirement and Benefits supports participants in employer sponsored 401(k), pension, and non-qualified deferred compensation plans.

Provides participants with clear information on their accounts, guides them through how to execute transactions, and completes error free processing of financial transactions.

Training Hours

• Monday through Friday 9:00am - 5:30pm EST
• Will follow schedule selected at offer time, once training is completed.

Shift Schedule

Shift Schedule

Shifts are listed in EST.

• MTFSa: 8:00 AM – 6:30 PM
• MTWSa: 8:00 AM – 6:30 PM
• MThFSa: 8:00 AM – 6:30 PM
• MThFSa: 10:00 AM – 8:30 PM
• MTFSa: 10:30 AM – 9:00 PM
• MWThSu: 8:00 AM – 6:30 PM
• MTWSu: 8:00 AM – 6:30 PM
• MThFSu: 8:00 AM – 6:30 PM
• MThFSu: 10:00 AM – 8:30 PM
• MTWSu: 10:30 AM – 9:00 PM
• MTFSa: 6:00 AM – 4:30 PM
• MTWSa: 6:00 AM – 4:30 PM
• MThFSa: 6:00 AM – 4:30 PM
• MThFSa: 10:30 AM – 9:00 PM
• MTWSa: 10:30 AM – 9:00 PM
• MThFSu: 6:00 AM – 4:30 PM
• MWThSu: 6:00 AM – 4:30 PM
• MTWSu: 6:00 AM – 4:30 PM
• MWThSu: 10:30 AM – 9:00 PM
• MTWSu: 10:30 AM – 9:00 PM
• M-F: 9:00 AM – 5:30 PM
• M-F: 9:00 AM – 5:30 PM
• M-F: 10:00 AM – 6:30 PM
• M-F: 10:00 AM – 6:30 PM
• M-F: 10:30 AM – 7:00 PM

Note: Candidates must be flexible with the assigned schedule, including potential weekend work. All shift times are in EST.

Expectations :

• Cell phones (manager will discuss designated locations for calls and times calls can happen)
• Dress code (professional business casual attire) REQUIRED ON INTERVIEWS AS WELL
• Attendance (utilizing the proper call out duty line, communicating with direct supervisor and vendor, showing up for training/work daily)
• Punctuality (16 hours within first 90 days allotted)
• RECOMMENDED TO NOT HAVE TIME OFF DURING TRAINING PERIOD.
• MUST be able to work in a virtual setting on site during training.
• PLEASE DO NOT BRING PERSONAL ITEMS SUCH AS BLANKETS.

REQUIRED Skills :

REQUIREMENT of 2 or more years of customer service experience and below skills.

ATTENDENCE IS A MUST IN THIS ROLE!

• Must possess the skills to navigate between multiple screens/systems and keep the client/internal partner fully engaged, while quickly and accurately typing relevant notes and information
• Computer Literacy and proficient in using Microsoft Outlook, Word, and PowerPoint is a REQUIREMENT
• Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing call center environment
• Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients
• Robust customer service skills and the ability to resolve and de-escalate difficult situations and prevent client dissatisfaction with respect and poise
• Positive attitude that embracing coaching as an opportunity to improvement in current role
• Ability to handle confidential matters and sensitive information in a responsible manner.
• Ambitious and self-motivating

CUSTOMER SERVICE SKILLS REQUIRED

• Strong customer service skills
• Strong communication skills
• Ability to handle high call volume
• Ability to resolve and de-escalate difficult situations
• Ability to work under pressure in a fast-paced environment
• Ability to handle confidential matters and sensitive information responsibly

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

Payrate : $20/hr - $21/Hr