Customer Service Agent (Call Center)

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.

Preferred Additional Qualifications

None

Essential Duties & Responsibilities

• 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 Environment

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