• Location: New York NY
• Type: Contract
• Job #24442

Company Overview:
A public retirement system serving over 215,000 members, focused on providing retirement, disability, and death benefits to New York City educators. The organization is seeking a Contact Center Representative to deliver exceptional customer service to its members.

Job Responsibilities:

• Answer all service center calls and respond to members' questions while providing exceptional service across all communication channels (telephone, email, chat).
• Comprehend and review details of existing/historical data regarding inquiry in system to provide members with necessary information.
• Respond and resolve all member inquiries and requests on first contact to avoid follow-up and other assistance.
• Research and examine all relevant information to assess validity of concern, determine possible causes and resolutions.
• Manage difficult and/or emotional customer situations, respond promptly to customer needs, and solicit customer feedback to improve service.
• Work as an active member of the team to minimize customer hold time and reduce call-backs and escalations.
• Utilize good judgment and possess the ability to handle highly confidential material and information.
• Perform other duties as required.

Qualifications:

• Demonstrated customer service background in member benefits, sales, fast-paced retail, banking or related environment.
• Proficiency in Microsoft Office Suite and Automatic Call Distribution System (ACD).

Compensation:
Pay Rate: $20 – $22/hr, DOE