Customer Services Representative

What we need

We are looking for conscientious, focused and professionally motivated employees to join our Member Services team. A passion for helping others is a must. The primary purpose of a Member (Customer) Services Representative is to provide quality information and services that are appropriate to the needs of TCDRS members, employers and stakeholders. The Member Services team received nearly 91,000 calls last year.

What you’ll do

• Counsel and educate members on TCDRS benefits, services, administrative policies and tax issues primarily via telephone, but also in person and via other communication channels

• Handle and analyze customer inquiries, respond to customer requests, determine eligibility for benefits and investigate and resolve customer problems

• Update customer data and document call information

• Provide written correspondence with approved document templates

• Calculate and produce basic member benefit estimates

• Suggest and participate in implementing initiatives to improve Member Services effectiveness

• Work toward becoming a Certified Retirement Counselor through the International Foundation for Retirement Education

What you should have

• A passion for helping others

• 2 years of customer service experience, preferably in insurance, banking or retirement

• High School diploma, bachelor’s degree preferred

• Interpersonal skills necessary to listen empathetically while conveying courtesy, patience and confidence

• Ability to stay organized, calm and constructive when handling stressful situations

• Ability to maintain consistent adherence to assigned work and break schedules to support team efficiency and service quality.

• Availability for occasional overtime, including weekends or extended hours, during periods of high demand.

• Ability to work on-site Monday through Thursday, with the flexibility to work remotely on Fridays.

• Excellent verbal and written skills; bilingual in English and Spanish a plus

What you’ll get

TCDRS offers a competitive salary and excellent health benefits with a dynamic, stable and pleasant work environment in Austin, Texas, overlooking Zilker Park. This is not just a job, but a chance to help thousands of Texans plan for the future.