Rep Client Service Web Support

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Client Services Web Support Rep handles inbound calls from new and existing Empower IRA customers. The primary goal is to support callers with technology assistance, online registration and account login. The chosen candidate will have a strong focus on customer service with a firm understanding of technology support.


What you will do
• Engage with customers, via inbound calls, responding to their inquiries, and providing technical support.
• Provide technical issue resolution to customers over the phone by providing step-by-step troubleshooting procedures.
• Manage a wide array of service requests including web troubleshooting, online registration, password reset and account login issues.
• Navigate between multiple systems, internal modes of communication and resources while simultaneously engaging in client phone calls.
• Deliver a responsive client experience by taking ownership, delivering accurate information, and collaborating with internal business partners.
• Create a positive service experience by confidently navigating problems and finding solutions independently.
• Achieve and maintain a high level of customer satisfaction and performance metrics

What you will bring
• Minimum of 1+ years customer service or technical support experience
• Familiarity with supporting and troubleshooting mobile devices.
• Ability to troubleshoot and resolve issues independently.
• Demonstrate enthusiasm for providing quality service in a professional environment.
• Ability to work in a fast paced, client-driven call center with a cheerful outlook.
• Strong active listening and verbal communication skills to support our diverse customer base.
• Ability to use, navigate, and troubleshoot technology. Ability to navigate and operate multiple technology platforms simultaneously.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.