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Staff Services Analyst

4 months ago


Yolo County CA, United States State Teachers' Retirement System Full time

**Telework Information: We offer a hybrid approach including in-office and remote work solutions with staff working on-site 2 days per week at our Headquarters in West Sacramento.**

The CalSTRS Customer Service Division is seeking an accountable team player who can think critically on their feet and has a passion for helping others to join the Contact Center Team as a Contact Center Analyst.
- Customer Service is the first point of contact for CalSTRS’ members and beneficiaries along with legislators, teacher organizations, attorneys, and other interested parties. Communication channels include telephone, secured online messaging, and written correspondence.
- The Contact Center provides quality customer service to CalSTRS members, benefit recipients, and others who rely on accurate and timely information to make critical life-impacting decisions.
- Under the supervision of the Contact Center Team Manager, the Contact Center analyst will:

Respond to customer contacts received through multiple customer communication channels.
- Support service level demands and build the foundation to the expert skill level needed to efficiently manage contacts, both orally and in writing.
- Support other Contact Center analysts and agents.
- Efficiently manage multi-channel workload to ensure optimal productivity and maximum customer satisfaction.
Experience in providing excellent customer service
- Ability to work independently and take independent action when needed
- Willingness to work in a team environment
- Excellent verbal, written communication, and interpersonal skills
- Willingness to take initiative and be accountable
- Ability to adapt to changes in policies and procedures
- Ability to learn quickly and think critically
- Ability to adhere to a preplanned schedule

Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.

**If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma. An official transcript will be required upon appointment.**

You will find additional information about the job in the **Duty Statement**.

Working Conditions
- This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment with CalSTRS.
- Minimum Requirements

You will find the Minimum Requirements in the Class Specification.
- STAFF SERVICES ANALYST

Additional Documents
- Job Application Package Checklist
- Duty Statement

Position Details

**Job Code #**:

- JC-435030
- **Position #(s)**:

- 815-437-5157-901
- **Working Title**:
**Contact Center Analyst**

**Classification**:

- STAFF SERVICES ANALYST
$3,640.00 - $4,561.00 A
$3,941.00 - $4,933.00 B
$4,726.00 - $5,916.00 C
- **# of Positions**:

- Multiple
- **Work Location**:

- Yolo County
- **Telework**:

- Hybrid
- **Job Type**:

- Permanent, Full Time
- Department Information

**CalSTRS: Securing the financial future and sustaining the trust of California’s educators**

CalSTRS is the largest educator-only pension fund in the world, providing retirement, disability and survivor benefits to California's more than 1 million public school educators and their families. Named as one of the best places to work in money management eight times by Pensions & Investments magazine, we are a world-class financial services institution with a commitment to sustainability and wellness.

Our two U.S. Green Building LEED Platinum-certified headquarters buildings in West Sacramento, California, feature sustainable construction, abundant natural lighting, an organic garden, sustainable beekeeping and ergonomic functionally designed workspaces. We offer a variety of on-site amenities to our team members, including two full-service cafés, two free fitness centers, a bicycle rental library and a child care center with a covered playground. Team members enjoy walks along the Sacramento River and nearby seasonal farmers markets.

In addition to our state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing training, learning and development opportunities. We offer competitive benefits, flexible work hours and hybrid work options. We are committed to creating a workplace where our team members thrive.

Special Requirements

**Exam**
- This position requires a current** Staff Services Analyst **Exam. If you need to take the exam or if your score has expired, **click here** to gain list eligibility.
- **Background Investigation**

Prior to employment with CalSTRS, a background investigation (BI) will be conducted. The BI consists of a _Personal History Statement_ and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education and check driving records.
- **CalSTRS Disclosur