Customer Contact Center Trainee (Remote)

Title: Customer Contact Center Trainee (Remote) State Role Title: Customer Service Hiring Range: $21.02 Pay Band: UG Agency: Virginia Retirement System Location: Virginia Retirement System Agency Website: www.varetire.org/careers Recruitment Type: General Public - G Job Duties Hourly Rate: $21.02 - This position is open to Virginia residents only

• Please Read This First –VRS utilizes Spark Hire for one-way video interviews and Criteria Corp for candidate assessments as the initial step in the interview process for this position. If you are selected for this step, you will receive an email invitation to participate. Please ensure you check your email regularly, as no phone calls will be made.

Customer Contact Center Trainees will serve as front line representatives of the Virginia Retirement System assisting retirees, members, beneficiaries or participating employers who contact VRS by phone, email or written correspondence with a wide variety of questions, inquiries, and requests for information related to post retirement pension and benefit information. Hours of Work: 29 Hours a Week Work Hours: Flexible during the hours of 8:30 am and 5:00 pm Workdays: Monday through Friday Required Training: All new hires are trained virtually using Microsoft Teams. Training will be facilitated Monday through Friday from 8:30 am – 4:30 pm. New hires are expected to attend daily to successfully graduate from training.

Minimum Qualifications

Education, Training, and Experience High School Diploma or GED equivalent. Two (2) years relevant experience in a high-volume customer service position. Excellent customer service skills, communication skills and strong attention to detail. Ability to effectively communicate (verbally and in writing) in a clear, confident manner using proper grammar. Must have strong organizational skills to plan, prioritize, multi-task and independently execute projects/tasks within specific deadlines while maintaining flexibility. Ability to maintain courteous and effective relations with staff, elected officials, and VRS members, retirees, employers. Must have strong working knowledge of computers and be proficient in the use of Microsoft Office Suite of Products (i.e., Outlook, Word, Excel, etc.) Additional Considerations Preferred candidates thrive on challenging, fast-paced, and rewarding work and are committed to superior customer service while working in a team environment. In addition, the most successful candidates will possess the following: College degree Prior pension, benefit plan, HR or counseling experience. Ability to interpret and apply knowledge of VRS Plan benefit products and services related to caller inquiries. Ability to counsel retirees on plan information and financial planning terminology. Proficiency in reading, writing, and math. Proficiency in using a PC and office productivity software. Professional verbal and written communication skills. Ability to perform basic calculations and financial interpretations. Experience interacting with diverse customer populations using a variety of communication mediums. Special Instructions You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position. Contact Information Name: VRS Human Resources Email: [email protected] In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019. Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process. Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer Apply Job!