Title: Contact Center Representative - Contact Center Trainee (Remote)
Agency: Virginia Retirement System
Location: Virginia Retirement System - Main Office
FLSA: Non-Exempt
Hiring Range: $21.02
Full Time or Part Time: Variable time
Additional Detail
Applications must be submitted by 11:59 PM (EST) the day before the posted End Date.
Please read all information in the Important Notices section.
Eligibility: This position is open to Virginia residents only.
The Virginia Retirement System is seeking a Customer Contact Center Trainee to serve as a front-line representative for retirees, members, beneficiaries, and participating employers. This position responds to phone calls, emails, and written correspondence regarding post-retirement pension and benefit information.
This is a remote part-time hourly opportunity for individuals who are customer-focused, detail-oriented, and interested in learning about retirement benefits in a high-volume service environment.
Interview and Assessment Process: VRS uses video or phone screen interviews and Criteria Corp assessments as the first step in the interview process. If selected, candidates will receive an email invitation to participate. Please check your email regularly, as phone calls will not be made.
Work Schedule
- Hours: 29 hours per week
- Work Hours: Flexible schedule between 8:30 a.m. and 5:00 p.m.
- Workdays: Monday through Friday
- Benefits: None
Required Training
All new hires complete virtual training through Microsoft Teams. Training is held Monday through Friday from 8:30 a.m. to 4:30 p.m. Daily attendance is expected to successfully complete the training program.
Minimum Qualifications
- High school diploma or GED equivalent
- Two years of relevant experience in a high-volume customer service role
- Strong customer service, communication, and attention-to-detail skills
Candidates must be able to communicate clearly and professionally, both verbally and in writing, using proper grammar and a confident, courteous tone.
Candidates must also be organized, able to manage multiple priorities, meet deadlines, and remain flexible in a fast-paced work environment.
This role requires the ability to maintain courteous and effective working relationships with staff, elected officials, VRS members, retirees, and employers. Candidates must also have strong computer skills and experience using Microsoft Office products, including Outlook, Word, and Excel.
Additional Considerations
Preferred candidates are comfortable in a challenging, fast-paced, and rewarding environment. They are committed to superior customer service and work well as part of a team.
Preferred experience and skills include:
- College degree
- Prior pension, benefit plan, human resources, or counseling experience
- Ability to interpret and apply VRS plan benefit products and services to customer inquiries
- Ability to explain plan information and financial planning terminology to retirees
- Strong reading, writing, and math skills
- Proficiency using a computer and office productivity software
- Professional verbal and written communication skills
- Ability to perform basic calculations and financial interpretations
- Experience serving diverse customer populations through multiple communication channels
Hiring Range:
$21.02
