Human Resources Associate - Board of Education

About the Department

Performs a full-range of customer service assignments and uses independent judgment in making decisions based on established methods and procedures. This position serves as the primary customer service contact in an inbound call/walk-in utilizing knowledge base and case management tools to assist customers in completing their human resource transactions, in accordance with human resources standards or directing them accordingly to the appropriate individual. 

Position Duties

• Alerts supervisor or lead worker when there is confusion or absence of information in the knowledge base to answer particular questions.
• Documents all contacts and outcomes within the file management system.
• Explains insurance coverage and other benefits of a routine nature to customers and assists customers in completing enrollment in benefits programs.
• Initiates status reports to supervisor when delays occur in responding to inquiries.
• Inputs, updates, and/or retrieves information from various City automated human resource or payroll systems.
• Interacts with customers via telephone to answer questions and provide assistance in the completion of human resource transactions.
• Maintains electronic personnel records; researches data to verify employment and salary records.
• Performs all work in accordance with established human resources standards.
• Provides information to answer questions from customers regarding human resource transactions.
• Routes calls to appropriate staff and/or office.
• Utilizes knowledge base information to answer customer inquiries. 
• Performs related work as assigned.

Minimum Qualifications

• Knowledge of proper customer relationship/customer service practices.
• Knowledge of various computer software applications.
• Knowledge of general human resource practices.
• Ability to handle high volume of customer calls daily while maintaining a positive attitude.
• Ability to work in a highly structured, measurement-oriented environment.
• Ability to utilize a keyboard effectively and efficiently, as required for the work.
• Ability to navigate through multiple computer applications and databases.
• Ability to deal with difficult customers.
• Ability to multi-task in a high volume setting. 
• Ability to communicate effectively.
• Ability to maintain favorable public relations.
• Ability to work with individuals from diverse backgrounds. 

Other Qualifications

Three (3) years of experience in a customer contact center or a customer service position with focus on customer account data, updating online files, responding to and/or resolving customer inquiries in person or via electronic mail, phone or paper.

OR, any equivalent combination of training, education and experience that could reasonably provide the knowledge, skills, and abilities listed above.  

College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling one-half (1/2) year of experience to a maximum of one (1) year.

SCOPE OF EXAMINATION: There will be a written examination at a date to be determined, which will test for the following:

• Customer Service Skills
• HR Knowledge 
• Data Accuracy & Records 
• Problem Solving / Workflow
• Computer Skills 

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