POSITION: Customer Service Clerk - Payroll Services

ORGANIZATION / LOCATION: Payroll Services

REPORTS TO: Supervisor - Operations and Procedures

REVISION / REVIEW DATE: July 30, 2021

JOB CODE:43

UNION: Local2250

CLASSIFICATION: ACE/AFSCME

GRADE: 13

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

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

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: Normal

ADDITIONAL INFORMATION: None.

Prince George’s County Public Schools • www.pgcps.org • 14201 School Lane, Upper Marlboro, MD 20772