CUSTOMER SERVICE REPRESENTATIVE
Who we are
At the Texas County & District Retirement System (TCDRS), we help provide more than 375,000 Texans with retirement, disability and survivor benefits. TCDRS is one of the best-funded retirement systems in the nation. Although we provide retirement benefits or “pensions” to hard-working Texans, our unique features distinguish us from traditional pension plans and keep us financially strong.
What we need
We are looking for conscientious, focused and professionally motivated employees to join our Member Services team. A passion for helping others is a must. The primary purpose of our Member Services Representative is to provide quality information and services that are appropriate to the needs of TCDRS members, employers and stakeholders primarily via telephone, but also in person and via other communication channels. The Member Services team received more than 115,000 calls last year.
This is a hybrid role working three days remotely and two days in-office.
What you’ll do
- Counsel and educate members on TCDRS benefits, services, administrative policies, and tax issues primarily via telephone, but also in person and via other communication channels
- Handle and analyze customer inquiries, respond to customer requests, determine eligibility for benefits, and investigate and resolve customer problems
- Update customer data and document call information
- Provide written correspondence with approved document templates.
- Calculate and produce basic member benefit estimates
- Suggest and participate in implementing initiatives to improve Member Services effectiveness
- Work toward becoming a Certified Retirement Counselor through the International Foundation for Retirement Education
What you should have
- A passion for helping others
- 2 years customer service experience in a call center
- Bachelor’s degree or equivalent experience
- Interpersonal skills necessary to listen empathetically while conveying courtesy, patience and confidence
- Ability to stay organized, calm and constructive when handling stressful situations
- Willingness to work a hybrid schedule of 3 days remote and 2 days in-office
- Strict adherence to work and break schedules; ability to work occasional overtime during weekends or extended hours as needed to manage team workload
- Excellent verbal and written skills; bilingual in English and Spanish a plus
- Bachelor’s degree or equivalent experience
What you’ll get
TCDRS offers a competitive salary and excellent health benefits with a dynamic, stable and pleasant work environment in Austin, Texas, overlooking Zilker Park. TCDRS supports remote work. This position works at least 50% in the office, with the possibility of working remotely for the remaining time. This is not just a job, but a chance to help thousands of Texans plan for the future.
What TCDRS values
TCDRS takes pride in our shared values of integrity, care and anticipation.
- Integrity means we get satisfaction from doing the right thing. We understand how important the retirement system is to our employers and members. We are responsible and accountable as stewards of our customers’ financial futures.
- Care means that we educate and empathize with our members as they provide and plan for one of the biggest decisions in a person’s life: retirement. We work to build strong partnerships with our employers, investment managers and stakeholders; and we take care of each other.
- Anticipation means we don’t just look at what we can do for our members and employers right now — we also think about what we can do for them in the future. Looking ahead requires a critical eye, a curious mind and a willingness to explore creative solutions.
What to do next
If this sounds like you, apply above or submit your resume to jobs@ tcdrs.org. Please refer to the job title in the subject line of your email.
Job Type: Full-time
Pay: $22.00 - $23.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Vision insurance
- Work from home
Shift:
Education:
Experience:
- Call center: 3 years (Preferred)
Language:
Ability to Commute:
- Austin, TX 78746 (Required)
Work Location: Hybrid remote in Austin, TX 78746
