Address
Form of work
SalaryThe 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
- Demonstrated competence in the use of mainframe systems and various PC applications
- Willingness to take initiative and be accountable
- Ability to adapt to changes in policies and procedures
- Ability to learn quickly and think critically
- Demonstrated ability to apply laws, rules, and regulations
- Ability to adhere to a preplanned schedule
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.
Does this opportunity seem right for you? If so, see the Special Requirements section below and apply now.
You will find additional information about the job in the Duty Statement.
Working Conditions
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
Department Information
The California State Teachers' Retirement System (CalSTRS) is the largest educator-only pension fund in the world. CalSTRS proudly provides retirement, disability and survivor benefits to California’s 980,000 public school educators and their families.
We encourage you to join our world-class financial services institution and state agency. Our headquarters and member service centers located across the state feature sustainable construction, plenty of natural lighting and functionally-designed work spaces. At our LEED Platinum headquarters in West Sacramento, enjoy the full-service cafe, free onsite fitness center, bicycle library and walks along the Sacramento River. In addition to state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing learning and development opportunities.
Special Requirements
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 Disclosure Requirements
This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the Conflict of Interest Code that applies to CalSTRS team members and the Political Reform Act, which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a Statement of Economic Interest (Form 700).
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for visa sponsorship now or in the future.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 4/16/2024Who May Apply
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is required and must be included.
Benefits
CalSTRS offers a competitive pay schedule and a work-life-balance for all its employees. The State of California provides comprehensive benefits packages determined by the employee’s bargaining unit and conditions of employment. Some benefits include:
- Alternative work schedules
- Flexible work hours
- Remote work options
- Medical benefits, including health, dental and vision insurance
- Paid holidays and a defined benefit retirement program
- More than four weeks of vacation/sick leave for leaders
- More than three weeks of vacation/sick leave for staff
- Health insurance in retirement
- Employee Assistance Program
- Loan forgiveness under the federal Public Service Loan Forgiveness Program
For the latest information on the benefits offered by the state of California, explore the Health Benefits Summary provided by CalHR.
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
Recruitment
(916) 414-4990
Recruitment@CalSTRS.com
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:EEO Officer
(916) 414-4933
EEOMailbox@calstrs.com
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Application Instructions
- Electronic applications through your CalCareer account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail or drop off a hard copy of your application packet. Please provide the following information on your application: Position: 815-437-5157-901, Job Control: 425197.
- If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree.
- Training and development (T&D) assignments may be considered for this position. If you are applying as a T&D, please indicate this in the eligibility section of your application.
- Candidate may be selected by application packet review only.
- Multiple positions may be filled from this recruitment.
Additional Salary Information
All civil service positions have salary ranges with minimum and maximum pay rates. Typically, employees who are new to civil service are appointed at the minimum rate of the salary range for the position. Special provisions for appointments above the minimum exist to meet special recruitment needs and to accommodate employees who transfer into a position from another civil service position and are already receiving salaries above the minimum.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
