POSITION SUMMARY:
The Customer
Service Clerk 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 Payroll Services staff and
requires effective personal communication approaches whether face-to-face,
phone or written. The Customer Service
Clerk will serve as one of the Payroll Services Office Notary Publics.
DUTIES and RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Providing prompt, courteous service;
Assisting 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
employment and salary records;
Respects the privacy of others, and maintains the confidentiality of
information to which exposed;
Routes calls to appropriate staff and/or office; schedules appointments
as needed for staff;
Correctly assesses customer needs through effective questioning and
listening skills in able to complete calls in a timely and accurate manner;
Initiates status reports to supervisor or lead worker 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;
Forwarding correspondence whether paper, email or voicemail format;
Perform simple typing tasks; and
Performs related duties as assigned.
QUALIFICATIONS:The requirements listed below are representative of the knowledge, skill, and/or ability required.
Must be or be willing to become a Notary Public;
Minimum of 3 years of general human resources experience;
Minimum of 3 years of general payroll processing experience;
General knowledge of FLSA, FMLA, LOA laws/rules a must;
Minimum of 3 years
of experience using extensive knowledge of business practices to respond to customer inquiries and resolve
problems;
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 including the
worldwide web;
Ability to work effectively with constant interruptions and meet
scheduled time lines;
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
Skill in the use of Microsoft Office tools.
EDUCATION and/or EXPERIENCE REQUIREMENTS:
High
school graduate with a minimum of 3 years of office experience with a proven
facility in payroll/benefits data entry, customer service, and problem
resolution is required. Experience in clerical work with business school training
highly desirable which provides the required knowledge, skills and abilities.
CERTIFICATION REQUIREMENTS:
None Required.
SUPERVISORY RESPONSIBILITIES:
No direct supervisory responsibilities.
PHYSICAL DEMANDS:
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.
WORKING ENVIRONMENT:
The work environment characteristics are representative of those an employee encounters while performing the essential functions of the job.
ADDITIONAL INFORMATION:
None.