Customer Service Representative

At Garnet River® we solve challenges through staff augmentation, project-based teams and technical solutions. Our staffing division works as a recruiting arm for a variety of companies in the region and across the country. Clients turn to us to help them find professional talent.

We are currently recruiting for several Customer Service Representatives to support a prominent New York State agency based in Albany, NY. These are exciting long-term temporary positions requiring an on-site presence.

Job Duties:

Provide initial personal contact response over the telephone to customers regarding self-service and navigation of a retirement system’s portal, which will include:

• Resolving customer requests, questions, or problems by explaining and interpreting their account information in system (e.g., walking customers through the self-service functionality, on a step-by-step basis, for the purposes of helping them complete address changes, password resets, enrollments and understand the loan process).
• Updating information on Death/Survivor Services (e.g., taking reports of passing, providing forms assistance, and explaining death beneficiary process).
• Assisting customers in registering for retirement online through identification of the callers (e.g., confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers).
• Documenting callers’ issues with system use and logs incident.
• Assist in the completion of casework and resolution of other retirement system matters.
• Scanning loan forms and completing basic data entry to initiate the loan process.

Preferred Qualifications:

• Exhibit excellent interpersonal skills with staff and customers, both in-person and over the telephone.
• Possess effective oral and written skills.
• Perform tasks accurately and within specific time frames.
• Ability to operate a personal computer or laptop.
• Ability to learn and use the databases, retirement online, and Intranet to access laws, policies and procedures and respond to customer inquiries.
• Spanish speaking is a plus.

At Garnet River, we care about our employees. We strongly believe in work/family balance. Our robust employee benefits package includes competitive pay.

Garnet River LLC is an Equal Employment opportunity/Affirmative Action (EEO/AA) employer. Minorities/Female/Disabled/Veteran (M/F/D/V)