Customer Service Clerk

Customer Service Clerk

DUTIES & 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.

Job Requirements

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• General knowledge of

FLSA, FMLA, LOA

laws/rules a must;

• 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
• Skilled in the use of Microsoft Office tools.

EDUCATION 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....Visit the Employer site for more details