Job Title: Customer Service Associate
| Reports to: | Manager, Human Resources |
| Job Group: | School-Related Personnel |
| FLSA: | Non-Exempt |
| Job Code: | 6325 |
| Salary Schedule: | PG01 |
JOB GOAL
Responsible for providing specialized customer service and clerical support. This includes responding to inquiries, coordinating and completing employee requests, processing applicable forms and documents, and maintaining accurate employee data; duties may involve one or more human resources functions including, but not limited to, recruitment, staffing, and/or other department needs.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide world-class customer service support to applicants and employees by responding to general questions related to employment applications, benefits, approved salary schedules, and other personnel-related matters; escalate issues to the appropriate staff or department.
- Respond to phone, email, and live chat inquiries in a timely, consistent, and professional manner.
- Provide administrative support to the department, including supporting recruitment events, completing offers of employment as requested, calculating stipend forms, and answering questions regarding department and District procedures and communication.
- Receive and process employment verification, student loan forgiveness, and other similar employee requests.
- Assist with fingerprinting tasks as directed.
- Assist with scheduling of substitutes for assignments and maintaining and updating substitute personnel records and databases with applicable employee data, including the hiring of professional guest teachers.
- Assist with benefit information, including open enrollment assistance and explanation of benefit plans.
- Process identification badges for staff as directed.
- Utilize technology and Human Resources Information Systems (HRIS) to look up, verify, or review information.
- Perform clerical tasks and administrative support duties, including answering phones, maintaining a filing system, compiling data, photocopying and printing documents, receiving and distributing mail, providing support to staff, and other duties as required.
- Provide backup to the department as needed in other areas.
- Attend meetings, in-service trainings, and ongoing professional development opportunities as required.
- Perform other duties as assigned.
MINIMUM REQUIREMENTS
KNOWLEDGE, SKILLS & ABILITIES
- Ability to accurately enter and maintain data in systems
- Knowledge of general office practices and procedures
- Operating knowledge of computer programs, including email, word processing, spreadsheets, databases, and web-based technologies and platforms
- Ability to communicate effectively with a variety of audiences, orally and in writing, including electronic media
- Excellent time management skills and ability to organize, prioritize, and manage work assignments in an efficient manner and within established timeframes
- Ability to establish and maintain collaborative working relationships with all stakeholders
- Ability to perform accurate mathematical calculations
EDUCATION, TRAINING & EXPERIENCE
- High School Diploma or General Education Degree (GED) from an accredited institution
- One year of experience in a clerical, data entry, and/or customer service role
- OR
- Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position
CERTIFICATES, LICENSES & REGISTRATIONS
- None
PREFERRED QUALIFICATIONS
- Associate degree from an accredited institution in the field of Human Resources, or related field
- Two years’ experience in a clerical, data entry, and/or customer service role
SUPERVISORY RESPONSIBILITY
None
PHYSICAL REQUIREMENTS
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
PHYSICAL ACTIVITY
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is required to sit, talk and hear; stand and walk; use hands to finger, handle, or feel; reach with hands and arms. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, and the ability to adjust focus.
WORKING CONDITIONS
Indoors and Outdoors: The worker is subject to both environmental conditions. Activities occur inside and outside.
Travel: May include working recruitment events/conducting trainings and adjusting daily work hours to attend these events as directed.
MACHINES, TOOLS, EQUIPMENT
- General office equipment, including personal computers, fax machines, copiers, telephones, etc.
TERMS OF EMPLOYMENT
Salary and benefits shall be paid consistent with the District’s approved compensation plan. Length of the work year and hours of employment shall be established by the District.
Performance of the job will be evaluated in accordance with provisions of the School Board’s policy on evaluation of personnel.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Pasco County Schools will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.
