Position Title: Contact Center Specialist (Temp-to-Hire)
Salary Group: B16
Posting Date: 9/4/2018
Posting Number: 1065
Salary Type: Monthly Salary
Closing Date: Open Until Closed
Class Number: 2913
Salary Range: $3,400.00 (when employed by ERS)
Number of Positions:

Essential Functions

These are temp-to-hire positions. As a temp-to-hire you will be employed by a temporary staffing agency to fulfill a work assignment at ERS. To be considered for one of these temp-to-hire positions, send your resume as a Word document with subject line "ERS Contact Center" to one of the following staffing agencies:

ChaseSource:  careers@chasesource.com
Evins Personnel Consultants:  staffing@hrnetconnection.com
Keystaff:  amy.moore@keystaffinc.com

ERS customer service representatives work in a fast-paced environment answering moderately complex incoming inquiries through telephone calls and email from Texas state employees and retirees with questions regarding health, dental, and life insurance benefits, retirement eligibility, and retirement or benefits problem resolution issues. ERS customer service representatives educate employees and retirees and promote other ERS services that assist members with retirement account information, insurance benefits, and retirement eligibility. Work is performed under the supervision of the Customer Service Supervisor with moderate latitude for the use of initiative and independent judgment. 

  • Efficiently answers questions, educates, and counsels ERS members regarding state employee benefits programs, including insurance, retirement, online tools, and any ERS related matters.

  • Communicates tactfully and provides information in a clear and concise manner.  Manages communication style to match customers with various levels of knowledge and experience.

  • Uses sound decision-making and judgment skills and appropriately applies and interprets existing law, pending legislation, rules, policies and procedures.

  • Promotes ERS related tools, services, and programs.

  • Provides exceptional service as defined by customer service guidelines.

  • Assists customer service leadership with handling moderately complex member inquiries.

  • Provides moderate training support to other customer service personnel.

  • Performs other duties as assigned.

Required Minimum Qualifications

  1. Graduation from an accredited four-year college or university.  Each year of relevant experience over the required minimum may be substituted for education.

  2. Three (3) years customer service experience.

  3. Experience applying and explaining complex law, rules, policies or procedures.

  4. Excellent verbal and written communication skills.

  5. Knowledge and effective use of Windows based computer software, including Microsoft Office and Internet Explorer.

Preferred Qualifications

  1. Experience in human resources related field including health insurance, life insurance, disability insurance, retirement plans or other employee benefits.
  2. College or professional development coursework in human resources, insurance, retirement plans or other employee benefits.
  3. Ability to type at least 40 words per minute.

Other Information

Work is performed in an office environment. This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquires can be made to employment@ers.state.tx.us.

Military Occupational Specialty (MOS) Codes

There is no Military Occupational Specialty (MOS) code for this job classification. Please contact Human Resources at employment@ers.texas.gov  with questions or for additional information.

Additional Military Crosswalk information specific to this posting can be accessed at the State Auditor’s office link below. Compare the Class Number in the ERS job posting to the Class Code on the State Auditor’s Office listing of job descriptions. The Military Crosswalk appears under Occupational Category for each job description. http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.