Title: Customer Contact Center Trainee (Remote)
State Role Title: Wage Non-Specified
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
*Please Read This First – Selected applicants will be contacted to participate in pre-screening assessments. The first will be a virtual phone screening and the second will be an assessment through Criteria. The link for the Criteria assessment will come directly from the vendor not VRS and is a required interview step to be considered for an interview. Please be sure to check your email regularly for links and/or application status updates 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.
Required Training: All new hires are trained virtually through Microsoft Teams. Training will be facilitated Monday through Friday from 8:30 am – 4:30 pm up to 40 hours a week. New hires are expected to attend daily to successfully graduate from training.
After the completion of the required training the work schedule will consist of the below.
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
Minimum Qualifications
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, to be successful in this role, candidates must possess the following:
• 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
This is a hourly (part-time) position; therefore, benefits are not provided.
After successfully completing virtual training, candidates may work up to 29 hours a week Monday through Friday. Additional hours will be required during agency peak periods.
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: Human Resources
Email: careers@varetire.org
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.
