Customer Service Representative 2

About the role

The Employees' Retirement System of Georgia is seeking a Customer Service Representative 2 to assist members, retirees, survivors and employers with state pension plan information. You will work in a call‑center environment, handling inbound inquiries and providing accurate, courteous service while maintaining detailed records.

Key responsibilities

• Receive and respond to customer phone calls, emails, letters and faxes, directing inquiries as needed.
• Provide accurate pension plan information and answer questions about regulations, policies and procedures.
• Update the PARIS pension system (or similar) with member/retiree data received via various channels.
• Document interactions using call‑center software and compile statistics for reporting.
• Assist in training new Customer Care Specialists on system usage and service standards.

Required profile

• Demonstrated accountability and ability to work independently with minimal supervision.
• Strong customer‑service orientation, including active listening, empathy and problem‑solving.
• Ability to collaborate across departments and maintain professional communication.
• Judgment and decision‑making skills to evaluate information and recommend improvements.

Required skills

• Proficiency with PARIS or similar pension software for data entry and retrieval.
• Experience using call‑center tracking software to log and manage interactions.
• Basic competency with Microsoft Office applications (Word, Excel, Outlook).

What we offer

• Robust benefits package designed for every stage of your career.