The Customer Service Clerk - Benefits performs office and clerical work of limited complexity. An employee in this class is responsible for performing clerical tasks which can be readily learned by training on the job and which requires limited judgment in their execution. Advice is received on unusual work problems and work is usually reviewed or checked upon completion.  This position provides support for the Benefits Administration staff and requires effective personal communication approaches whether face-to-face, phone or written.  The Customer Service Clerk – Benefits will serve as one of the Benefits Administration Office Notary Publics.  

Provides prompt, courteous service;

Assists with high volume of callers and visitors;

Dispenses factual information of a routine and repetitive nature by phone or by using appropriate form letters;

Inputs, updates, and/or retrieves information from automated human resource or payroll systems;

Explains insurance coverage and other benefits to customers and assists customers in completing enrollment in benefits programs;

Accesses electronic personnel records; researches data to verify employee benefits;

Respects the privacy of others, and maintains the confidentiality of information to which exposed;

Routes calls to appropriate staff and/or office;

Assesses customer needs through effective questioning and listening skills in order to complete calls in a timely and accurate manner;

 Initiates status reports to supervisor or designee when delays occur in responding to inquiries;

Works closely with customers to assess needs, resolve questions, and teach customers to more efficiently and effectively utilize Oracle Self-Service;

Maintains, labels, organizes, rotates required office files and records based on retention guidelines;

Forwards correspondence whether paper, email or voicemail format;

Performs simple typing tasks; and

Performs other duties as assigned. 

Ability to perform routine and diversified clerical work involving independent judgment;

Ability to operate a computer with speed and accuracy;

Ability to navigate through multiple computer applications;

Ability to work effectively with constant interruptions and meet scheduled timelines;

Ability to multi-task in a high volume setting;

Ability to use business telephone, e-mail, written, and face-to-face communication techniques and etiquette;

Ability to deal with difficult customers;

Good knowledge of English usage, grammar, spelling, punctuation, and vocabulary; and

Skilled in the use of Microsoft Office tools. 

High school graduate with a minimum of 3 years of experience with customer service in a high volume, fast paced environment.  Previous office experience with customer service and problem resolution is required. Experience in clerical work with business school training highly desirable.  

Must be or be willing to become a Notary Public. 

No direct supervisory responsibilities.



The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, talk, hear, walk, sit, and use fingers, tools or controls. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, the ability to adjust focus, and depth perception. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.




The work environment characteristics are representative of those an employee encounters while performing the essential functions of the job.




None.