customer relations Washington, DC
Job description
The IAM National Pension Fund (the “Fund”) is conducting a search for a Customer Service Representative (CSR) for the Customer Service Department. This candidate must be able to work in a fast-paced environment and possess excellent written and verbal communication and customer service skills. They must have a professional, courteous, and articulate phone demeanor, the ability to listen and strong analytical skills. The Customer Service Representative will be responsible for the following competencies:
- Ability and skill set to learn the processes and procedures used in various departments, including Pension, Accounting, 401K and Customer Service departments.
- Able to learn the rules of the various Pension Plans
- Answer a high volume of telephone calls, emails, web inquiries, secure messages and faxes and input a summary of each in the CRM (Customer Relationship Management) module.
- Utilize multiple databases to review and solve inquiries related to retirement benefits
- Receive and process numerous requests for pension applications and pension payments.
- Assist callers with navigating the BFO website
- Assist callers with navigating and access issues to the participant self-service portal (PSS)
- Process Verification of Income, Direct Deposit, and Survivor Benefit requests
- Update participant addresses, demographic information in the system
Other duties may include:
- Responding to inquiries from participants, benefit recipients, spouses, alternate payees, and beneficiaries regarding their pension application and /or award status
- Mailing and emailing a wide variety of forms to participants, beneficiaries, and benefit recipients.
- Assisting with special projects
- Performing other duties as assigned
Skills and Qualifications:
- One year or more of in-bound call center experience
- Excellent written and verbal communication skills.
- Very organized, detailed oriented and able to follow written procedures and verbal instructions.
- Able to explain procedures and best practices and convey proper messaging to callers.
- Proven call center, customer support or client service representative experience
- Track record of meeting or exceeding performance benchmarks
- Strong phone contact handling and active listening skills
- Familiarity with CRM systems and practices
- Customer oriented, ability empathize and to adapt/respond to different types of personalities and emotional states.
- Ability to multi-task, prioritize, and manage time effectively.
- High school degree required, and some college course work preferred.
- Bilingual candidates are strongly encouraged to apply.
The Customer Service Representative is required to work with all Fund staff and
Manager(s) to meet required deadlines.
The Hours of Work will be one of three assigned shifts: 8:55 AM to 5:55 PM, 9:25 AM to 6:25 PM or 10:15 AM to 7:15 PM. If needed, the candidate must be able to work any of the shifts on short notice.
Start date to be determined after the candidate is selected.
Job Type: Full-time
Pay: From $33.46 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Weekly day range:
- Monday to Friday
Work setting:
- In-person
Ability to commute/relocate:
- Washington, DC 20003: Reliably commute or planning to relocate before starting work (Required)
Education:
- High school or equivalent (Preferred)
Experience:
- Call Center: 1 year (Required)
Work Location: In person
