Call Center Representative - Expedient Staffing Solutions

A Call Center Representative, or Call Center Agent, takes calls from customers contacting New York City Employees’ Retirement System; answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

MANDATORY SKILLS/EXPERIENCE Note: candidates who do not have the mandatory skills will not be considered. An associate degree or completion of 60 credits from an accredited college; or A four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience in a Contact Center environment. AND

• Strong communication, both written and verbal

• Great active listening skills

• Exceptional interpersonal and rapport building skills

• A patient and empathetic attitude

• Strong time management and organizational skills

• Adaptability and flexibility

• Comfortable working in fast-paced environments

• Basic Troubleshooting skills New York City Employee Retirement System (NYCERS) MWBE Professional Services Solicitation • Computer literacy

• Phone skills, including familiarity cloud-based soft phones and integrated CRM software.

• Experience in the customer service for a public pension or similar financial industry.

DESIRABLE SKILLS/EXPERIENCE:

Call Center Agent will be given preferred consideration for the following experience:

• Empathetic listening skills

• Prior public pension or comparable experience

• Proficiency with Salesforce CRM;

• Spanish language proficiency is a plus