] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → CALL CENTER ASSISTANT, ERSC

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Call Center Assistant, ERSC

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Call Center Assistant CODE: 5475 SQ/OQ: Optimal Qualified
WORKING TITLE: Call Center Assistant, ERSC GRADE: 17 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: 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.
MINIMUM QUALIFICATION STANDARDS
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.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Sustained operation of computer and telephone headset.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work overtime as necessary, evenings and weekends. Annual leave limited during specified timeframes.
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Answers and documents phone, e-mail and walk-in inquiries regarding human resource, ERSC functions and transactions related to salary, payroll, insurance, benefits, leave, pension and retirement transactions, explaining human resource, payroll, insurance and retirement calculations, deductions, procedures, policies, etc.

Provides information, explanations, and assistance to customers with leave hour calculations; various forms; temporary/part-time (TPT) leave balances (in accordance with Maryland Healthy Working Families Act); hourly pay, salary increases, bonuses; retirement pension plans and contributions.

Provides guidance/review of forms for completeness, accuracy; information about paystubs, deductions, taxes, leave balances, hours worked.

Completes short term disability forms for customers.

Assists employees with various options on the Employee Self-Service (ESS) web page to obtain paystubs, change withholdings and W2.

Explains benefit plan options and programs to new, current employees, retirees and family either on the phone or at the front lobby.

Explains the benefit wellness programs to employees and retirees on how to obtain the incentives. Provides the employees and retirees with the current rate for benefits.

Explains and assists new and current employees in reviewing and understanding their leave hours and how they are calculated according to the negotiated contract agreement. Explains the different leave forms that are required based on the leave type.

Explains and reviews TPT employee leave balances based on the House Bill of 2017 Maryland Healthy working families act.and provide the leave forms that will need to be completed and any other necessary documents

Provides information to temporary employees and substitutes, providing information consistent with the negotiated contract regarding hourly pay, salary increase, and bonus.

Ensures that all data entry into Docuware system is accurate. Specialist checks and verifies documents, such as employee and retiree's benefits, workers compensations, retirement forms, and payroll batches ensures accuracy and makes appropriate corrections and resolves discrepancies.

Explains retirement pension plans and contributions to new and current employees. Review forms for completeness and accuracy to ensure timely processing. Researches and/ or resolve customer inquiries to ensure customer needs are met.

Attends informational sessions and workshops to ensure knowledge and job training is up to date.

Stays abreast, remains knowledgeable and maintains understanding of current MCPS policies and procedures; all union contracts such as MCEA, MCAAP/ MCBOA, and SEIU; current and relevant federal and state law.

Provides payroll information to new and current employees on summer pay and provides practical and technical support in accessing the employee self-service web page to obtain paystubs, change withholdings and W2.

Explains to the employee information about their paystub deductions, taxes, leave balances and hours worked. Assists employees with enrolling or changing direct deposit from the Human Resource Online web page.

Documents phone calls entry to maintain and compiles statistics for the Call Center Unit.

Maintains integrity and compliance of employee data and works independently in performing job duties.

Analyzes and discloses customer feedback to the department to properly identify and improve customer satisfaction.

Provides strong customer service for internal and external customers through oral and written communications.

Responds to a high volume of calls, emails and in-person inquiries regarding human resources, leave, payroll, benefits, leave, insurance and retirement issues.

Provides support where needed to assist other departments in the Employee and Retiree Service Center.

Perform related tasks as required.
Class Established: 7/2022
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.