Call Center Assistant, Employee Retirement Service Center (ERSC), 8hrs / 12mos, Ad Closes 09-16-24

Job Description

SUMMARY DESCRIPTION:

Under general supervision, serves as initial and primary contact for current employees, retirees and their families regarding queries and issues related to human resources, Employee and Retiree Services Center functions and operations, including benefits, salary and administration, payroll, insurance, and retirement. Incumbents offer technical support for online service; counsel regarding MCPS and ERSC processes and rules/policies; guidance regarding benefits eligibility; and researches, explains and resolves transaction issues to update and correct employee records. Work involves answering and responding to a high volume of phone calls, email inquiries as well as a walk-in at the front lobby. Actively participates in data analyses to assess and improve customer service. Work of this class involves the ability to apply knowledge of MCPS policies, regulations and procedures, understanding of negotiated contracts with MCEA/MCAAP/SEIU, and understanding of the different transactions that affect employees', retirees' records, pay, benefits, leave and retirement. An employee in this class must have the ability to resolve complex questions/ issues determine the next steps, communicate results, track interactions and appropriately assign/disperse tickets. Incumbent provides excellent customer service to internal and external customers. Maintains professionalism, engaging all customers with courtesy, efficiency and patience in high-stress situations and a fast-paced environment.

CERTIFICATE LICENSE:

None

KNOWLEDGE, SKILLS, and ABILITIES:

Working knowledge of human resources, payroll, leave, benefits, insurance and retirement policies, regulations and procedures. Operational knowledge of ERSC, human resources and MCPS and the ability to resolve complex questions and problems from internal and external customers. Working knowledge of current MCPS policies, federal and state laws, negotiated bargaining agreements, benefit coverage, and ERSC and human resource practices. Ability to perform a wide range of standard office clerical tasks quickly, accurately and efficiently. Ability to utilize office technology including proficiency in the use of Microsoft Office applications, HRIS software, and MCPS website, including employee self-service functions. Must be able to multitask and respond to email inquiries related to benefits and ensure the customer needs are met. Must be organized and able to prioritize and manage time effectively, contributes to team effort by addressing customer needs immediately or referring to other team members as appropriate and maintaining accurate records of contact and resolutions.. Ability to meaningfully engage customers and quickly ascertain the nature or reason for contact. Excellent human relations skills, oral and written communication skills. Ability to handle a high volume of daily telephone calls, walk-in traffic, and correspondence requirements. Sensitivity to confidential private employee and retiree information. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).

EDUCATION, TRAINING, and EXPERIENCE:

High School or GED diploma required. Associates degree in human resources or related field preferred. Two years of customer service required. Experience in a call center or front desk role desirable. Two years of progressively more responsible human resources or related experience processing payroll, benefits, and leave preferred Experience working in Montgomery County Public Schools or other public human resources administration or educational institution preferred. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.