What are the responsibilities and job description for the Contact Center Representative - Online Assistance Lead (Remote) position at Virginia Retirement System?
Title: Contact Center Representative - Online Assistance Lead (Remote)
State Role Title:
Hiring Range: $81,077
Pay Band: UG
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type:
Job Duties
The Online Assistance Lead assists members, retirees, and survivors with their online access, online self-service features, and security protocols, and serves as a knowledge expert for myVRS and online assistance. Additionally, the role provides members with advanced-level benefit information in answer to various questions pertaining to their account and benefits, and handles escalated issues from other team members and departments.
Reporting to the Online Assistance Supervisor, this position:
- Monitors and handle online incidents that are escalated to the online assistance e-mail box.
- Researches documents and accounts as required to resolve issues.
- Resolves complex system issues, including troubleshooting technical issues related to system access and online registration.
- Performs callbacks to customers and assist with myVRS access.
- Assists with reviewing and logging production defects related to myVRS.
- Analyzes and resolves online issues through problem-solving with other agency departments.
- Serve as a knowledge expert for myVRS and online assistance.
- Provides assistance to team members regarding escalated issues; provides guidance, training, coaching, and leadership to team members.
- Serves as a floor coach, assisting agents with questions as necessary.
- Assists customers with retirement benefit information, including performing retirement estimates using the benefit estimator tool.
- Promotes the financial wellness resources available in myVRS.
- Trains new hires related on myVRS and Online Assistance procedures and resolution processes.
- Conducts call monitoring, and schedule and provide coaching sessions with team members.
- Coordinates and lead team meetings.
- Continually reviews processes and procedures to ensure that the best possible efficiency and level of service is attained in the department, including making sure that the majority of online assistance customer calls are routed to the online assistance queue.
- Works with business analysts and the technology team to test myVRS features and functional design.
- Performs testing for system upgrades, fixes, and production releases.
- Escalate issues to a manager or other departments as appropriate.
- Communicates policies and procedures to other staff members.
- Works as necessary with other departments to analyze and resolve issues for members.
- Performs various other duties and participate in special projects as assigned.
- Participates in cross-hierarchal teams and contribute to improving services across agency lines.
Minimum Qualifications
To be considered for this position you must:
- Be a current employee of VRS’ customer contact center.
- Have a high school diploma or equivalent.
- Have four (4) years of high-level customer services experience, including experience of assisting customers with online portal self-service activities, and troubleshooting internet services and features.
Additional Considerations
Advanced knowledge of the agency’s benefits, services, and all related procedures. Ability to continually build on knowledge base in order to maintain up-to-date plan information and procedures. Ability to provide assistance to members regarding myVRS access, registration, and navigation. Superior customer service skills, and strong active listening ability. Excellent verbal and written communication skills. Ability to consistently engage with diverse customer populations, and build rapport through professionalism, empathy, and confidence. Ability to interpret and answer questions from people with varying levels of knowledge and expertise. Strong proficiency in math and the ability to generate complex estimates. Abilities to follow established procedures; complete assignments within established deadlines; work well under pressure; solve problems; prioritize; manage time; and work independently with minimal supervision. Ability to work well as part of a team, and to lead, train, coach, and mentor more junior team members.
Special Instructions
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.
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer
Salary : $81,077
