• Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits and mail-order pharmacies. • An average of 70-80 calls are expected daily. • Take calls back-to-back while toggling through several applications on multiple screens. • Attend 100% of trainings, and the first 90 days of employment. • Regular and predictable attendance. • Resolve customer complaints through independent problem-solving skills and one-call resolution. • Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.

• Own our Customer Support organization, strategy, and day-to-day operations across every customer support touchpoint • Lead, coach, and develop our Customer Support team, furthering a culture of ownership, responsiveness, and continuous improvement • Design SLAs and quality standards – and make sure we meet them • Develop and be responsible for key support metrics and support-related KPIs across the organization • Ensure buyers and sellers receive an exceptional experience throughout high-value vehicle transactions, balancing speed, accuracy, and empathy • Own and continuously improve our support technology stack, workflows, automation, and knowledge base • Create scalable documentation and knowledge management • Serve as the escalation pathway for support issues – and then build a better process • Collaborate across teams to continuously improve our platform, tools, and internal processes • Partner closely with our product and operations teams to improve customer experiencethrough product design and upstream processes

• Assist customers on a day-to-day basis to help them with any needs, always advocating for the success of the company they work for • Identify areas for improvement in the product, communication, service, and processes, with the goal of continuously improving the customer experience • Interact with internal stakeholders, such as system administrators and other development teams • Perform the necessary technical checks to assist in resolving cases.

Role Description The Kansas Public Employees Retirement System (KPERS) is seeking an Employer Reporting Customer Representative to serve as a trusted resource for employers participating in the system. In this role, you'll help employers successfully report employee information, submit contributions, and navigate the KPERS Employer Portal. As an Employer Reporting Customer Representative, you will: - Serve as the primary point of contact for employers, providing timely, professional, and courteous assistance by phone and email. - Answer the Fiscal Services toll-free support line, assisting employers with: - Electronic Funds Transfer (EFT) remittances - Pay period reporting - Employee enrollments - Employer Portal navigation - Other reporting and contribution questions - Document employer interactions to ensure accurate records and consistent follow-up. - Monitor and respond to employer emails, helping customers meet reporting deadlines and resolve questions efficiently. - Review reports to identify and resolve reporting issues. - Process adjustment requests and arrearage certifications with accuracy and attention to detail. - Partner with employers to research and resolve reporting discrepancies while verifying the accuracy of submitted information. - Collaborate with teammates across the agency to deliver outstanding service and continuously improve employer support. Qualifications - Two to three years of customer service or administrative support experience in a payroll, benefits administration, or financial setting. - Knowledge of pension, retirement, or benefits claims is a plus. - An associate's degree in business, accounting, or a related area may be substituted for one year of required experience. - Experience providing customer support by phone and email in a professional, high-volume environment. - Strong attention to detail and accuracy when reviewing records and processing transactions. - Ability to analyze information, identify discrepancies, and resolve issues independently. - Proficiency in Microsoft Office products, specifically Excel. - Experience entering and maintaining data in computerized systems while maintaining confidentiality. - Ability to explain complex information to others in an understandable manner. - Experience reviewing financial reports, delinquency notices, or account reconciliations. - Experience interpreting policies, regulations, or procedures and applying them consistently. - Effective oral and written communication skills. - Ability to maintain positive working relationships with a diverse group of people. - Ability to work effectively within a team. - Commitment to excellent customer service. Benefits - Opportunity to help employers navigate complex processes. - Every interaction matters in providing important retirement and other benefits to public servants. Equal Employment Opportunity The State of Kansas is an Equal Opportunity Employer. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability, or any other factor unrelated to the essential functions of the job. How to Claim Disability Hiring Preference Applicants that have physical, cognitive, and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager. To receive Disability Preference – applicants must apply for this job through the State of Kansas Careers Center at https://admin.ks.gov/offices/personnel-services/jobs . View all jobs, then filter by our name – Ks Public Employees Retirement System. How to Claim Veterans Preference Former military personnel or their spouse that have been verified as a "veteran" under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determined by the hiring manager. To receive Veterans Preference – applicants must apply for this job through the State of Kansas Careers Center at https://admin.ks.gov/offices/personnel-services/jobs . View all jobs, then filter by our name – Ks Public Employees Retirement System.