Customer Service Representative

Department Overview

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 & Work Schedule

• Training Hours: Monday through Friday, 9:00 AM–5:30 PM EST.
• Will follow the schedule selected at offer time once training is completed.
• Shifts are listed in EST and may include schedules between 6:00 AM and 9:00 PM.
• Must be able to work in a virtual setting on site during training.
• Attendance is a must in this role.
• Recommended to not have time off during the training period.
• Punctuality is important, with 16 hours within the first 90 days allotted.

Role Expectations

• Cell phones: Manager will discuss designated locations for calls and times calls can happen.
• Dress code: Professional business casual attire is required on interviews as well.
• Attendance: Utilizing the proper call out duty line, communicating with direct supervisor and vendor, and showing up for training/work daily.
• Must be able to work in a virtual setting on site during training.
• Please do not bring personal items such as blankets.

Required Skills & Qualifications

• Requirement of 2 or more years of customer service experience and below skills.
• 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 and communication skills.
• Ability to handle high call volumes and changing priorities.
• Ability to resolve and de-escalate difficult situations professionally.
• Ability to manage multiple systems/screens while maintaining accurate information.
• Ability to work effectively under pressure and accept coaching as an opportunity for improvement.

Shift Schedule

All shifts are listed in Eastern Time (EST/ET). Candidates must be flexible to work the assigned schedule, including weekends where applicable.

Available Schedules:

• Monday, Tuesday, Friday & Saturday: 8:00 AM – 6:30 PM
• Monday, Tuesday, Wednesday & Saturday: 8:00 AM – 6:30 PM
• Monday, Thursday, Friday & Saturday: 8:00 AM – 6:30 PM
• Monday, Thursday, Friday & Saturday: 10:00 AM – 8:30 PM
• Monday, Tuesday, Friday & Saturday: 10:30 AM – 9:00 PM
• Monday, Wednesday, Thursday & Sunday: 8:00 AM – 6:30 PM
• Monday, Tuesday, Wednesday & Sunday: 8:00 AM – 6:30 PM
• Monday, Thursday, Friday & Sunday: 8:00 AM – 6:30 PM
• Monday, Thursday, Friday & Sunday: 10:00 AM – 8:30 PM
• Monday, Tuesday, Wednesday & Sunday: 10:30 AM – 9:00 PM
• Monday, Tuesday, Friday & Saturday: 6:00 AM – 4:30 PM
• Monday, Tuesday, Wednesday & Saturday: 6:00 AM – 4:30 PM
• Monday, Thursday, Friday & Saturday: 6:00 AM – 4:30 PM
• Monday, Thursday, Friday & Saturday: 10:30 AM – 9:00 PM
• Monday, Tuesday, Wednesday & Saturday: 10:30 AM – 9:00 PM
• Monday, Thursday, Friday & Sunday: 6:00 AM – 4:30 PM
• Monday, Wednesday, Thursday & Sunday: 6:00 AM – 4:30 PM
• Monday, Tuesday, Wednesday & Sunday: 6:00 AM – 4:30 PM
• Monday, Wednesday, Thursday & Sunday: 10:30 AM – 9:00 PM
• Monday, Tuesday, Wednesday & Sunday: 10:30 AM – 9:00 PM
• Monday – Friday: 9:00 AM – 5:30 PM
• Monday – Friday: 9:00 AM – 5:30 PM
• Monday – Friday: 10:00 AM – 6:30 PM
• Monday – Friday: 10:00 AM – 6:30 PM
• Monday – Friday: 10:30 AM – 7:00 PM

ALSO :

Days: Monday – Friday

Available Shifts (ET):

• 8:25 AM – 4:55 PM
• 9:30 AM – 6:00 PM
• 9:30 AM – 6:00 PM
• 9:30 AM – 6:00 PM
• 10:00 AM – 6:30 PM

The expected base salary range for this position is $20 – $21 per hour, depending on experience, skills, and internal equity.

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)