Customer Svc Rep 1

Internal Job Profile Summary

Works
with and communicates state pension plan details to customers (including
members, retirees, survivors and employers) providing information and services
targeted to meet customer expectations.

Job
Responsibilities & Performance Standards
·
Receives and
responds to customer phone calls, emails, letters, and faxes

·
Directs
inquiries to other individuals, departments, and agencies as appropriate

·
Assists
customers with regulations, policies, and procedures

·
Provides
accurate pension plan information and answers to inquiries from internal and
external customers regarding the state pension plans

·
Receives and
reviews customer inquiries and requests, and makes recommendations for
potential improvements to communications

·
Uses call
center software to document calls made and received

·
Reviews PARIS
and call center account data and customer profiles to assist with customer
inquiries

·
Updates PARIS
with member/retiree information received via phone, email, letter, and fax

·
Compiles
information and statistics as needed

·
Other
responsibilities as needed

Technical
Competencies Required for Job

Pension
Software

§
Ability to navigate basic screens and performs data
entry in PARIS (or similar pension software)

§
Ability to locate and communicate to others basic
information from within PARIS (or similar pension software)

Call
Center Software

§
Ability to use telephone software for efficient
handling of customer calls

§
Ability to proficiently use call center tracking
system to document calls

General
Computer Software

§
Has a basic understanding of MS Office

§
Ability to navigate and perform data entry in MS
Office

Regulations,
Laws, and Plan Provisions

§
Has a basic understanding of the regulations and
laws that govern the pension plans

§
Ability to comprehend and communicate to others the
details of the pension plan handbooks

Customer
Service

§
Ability to understand customer needs by actively
listening and asking probing questions

§
Ability to analyze problems and resolve issues to
meet customer needs while maintaining a positive attitude and good rapport

§
Ability to project confidence and professionalism by
using a positive tone of voice, appropriate words, and correct grammar

§
Ability to remain patient, empathetic, calm, and
composed while handling unexpected and/or difficult situations

§
Ability to determine when a call transfer to a
Pension Analyst or more experienced Customer Care Specialist is necessary to
provide more detailed account specifics

§
Ability to use multiple systems and sources
simultaneously to provide accurate and relevant information to customers

Statewide
Core Behavioral Competencies Required for Job

Proficient Level
Competencies

Detailed
knowledge, understanding, and application of the competency required to be
successful in the job; Ability to handle non-routine problems and situations;
Requires minimal guidance or supervision / works independently; Consistently
demonstrates success in the competency; Capable of assisting others in the
application of the competency.

Customer
Service

Understands that all State employees
have external and/or internal customers that they provide services and
information to; honors all of the State’s commitments to customers by
providing helpful, courteous, accessible, responsive, and knowledgeable
service

Teamwork and
Cooperation

Cooperates with others to accomplish
common goals; works with employees within and across his/her department to
achieve shared goals; treats others with dignity and respect and maintains a
friendly demeanor; values the contributions of others

Basic Level
Competencies

Basic understanding or
knowledge needed for the job; Basic understanding and knowledge sufficient
enough to handle routine tasks; Requires guidance or supervision when
applying the competency; Understands and can discuss terminology and concepts
related to the competency.

Accountability

Accepts full
responsibility for self and contribution as a team member; displays honesty
and truthfulness; confronts problems quickly; displays a strong commitment to
organizational success and inspires others to commit to goals; demonstrates a
commitment to delivering on his/her public duty and presenting oneself as a
credible representative of the Agency and State to maintain the public’s
trust

Judgment
and Decision Making

Analyzes problems by evaluating
available information and resources; develops effective, viable solutions to
problems which can help drive the effectiveness of the department and/or
State of Georgia

Additional
Behavioral Competencies Required for Job

Proficient Level
Competencies

Detailed knowledge,
understanding, and application of the competency required to be successful in
the job; Ability to handle non-routine problems and situations; Requires
minimal guidance or supervision / works independently; Consistently
demonstrates success in the competency; Capable of assisting others in the
application of the competency.

Communication

Respectfully listens to others to gain
a full understanding of issues; comprehends written material; presents
information in a clear and concise manner orally and in writing to ensure
others understand his/her ideas; appropriately adapts his/her message, style,
and tone to accommodate a variety of audiences

Basic Level
Competencies

Basic understanding or
knowledge needed for the job; Basic understanding and knowledge sufficient
enough to handle routine tasks; Requires guidance or supervision when
applying the competency; Understands and can discuss terminology and concepts
related to the competency.

Conflict
Management

Addresses conflicts by focusing on the
issues at hand to develop effective solutions when disputes or disagreements
occur; helps others resolve conflicts by providing impartial mediation when
needed

Cultural
Awareness

Demonstrates an open-minded approach
to understanding people regardless of their gender, age, race, national
origin, religion, ethnicity, disability status, or other characteristics;
treats all people fairly and consistently; effectively works with people from
diverse backgrounds by treating them with dignity and respect

Flexibility

Adapts to change and different ways of
doing things quickly and positively; does not shy away from addressing
setbacks or ambiguity; deals effectively with a variety of people and
situations; appropriately adapts one’s thinking or approach as the situation
changes

Initiative

Proactively identifies ways to
contribute to the State’s goals and missions; achieves results without
needing reminders from others; identifies and takes action to address
problems and opportunities

Professional
Development

Demonstrates a commitment to
professional development by proactively seeking opportunities to develop new
capabilities, skills, and knowledge; acquires the skills needed to
continually enhance his/her contribution to the State and to his/her
respective profession

Qualifications

:

High school diploma or GED AND Six months of experience handling customer’s questions, complaints and/or providing information.

Preferred Qualifications – External
:

ERS Preferred Qualifications

High school diploma or GED AND
One or more years of job related experience; some college a plus

Work
Environment

This is a
general office environment consisting of cubicle desk space. Ambient room
temperatures, lighting and traditional office equipment are provided as found
in a typical office environment.

Physical
Demands

Individuals
working in this job are required to multi-task while seated. This includes
answering phones calls, research information and type using computers
throughout the workday; may require walking primarily on a level surface for
periodic periods through-out the day; reaching above shoulder heights, below
the waist or lifting as required to file documents or store materials
throughout the work day; also may include lifting up to 25 pounds for files,
computer printouts on occasion.
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