FY27: Call Center Assistant, ERSC, 8 hrs/12 mos, Ad closes 10/2/26
About the role
with. - Responsibilities: The duties: serving as initial contact, technical support, counsel, guidance, researches, explains, resolves transaction issues, answering calls, email, walk-in, participates in data analyses, apply knowledge, resolve complex questions, communicate results, track interactions, assign/disperse tickets, provide excellent customer service, maintain professionalism, etc. Also physical demands, special requirements (overtime, evenings/weekends, annual leave limited). Also schedule Monday-Friday 8:00-4:30. Also maybe "Job Specific Information" includes schedule. So responsibilities can be a list. - Requirements: Could be education/training/experience: High School or GED required, Associates degree preferred, two years customer service required, experience in call center desirable, two years progressively more responsible HR experience processing payroll, benefits, leave preferred, experience in MCPS or other public HR admin preferred, other combos considered. Also certificate license: none. Also "Special Requirements: Ability to work overtime as necessary, evenings and weekends. Annual leave limited during specified timeframes." Might go under Requirements or maybe under Schedule? But schedule is separate. - Qualifications: Could be knowledge, skills, abilities: Working knowledge of HR, payroll, leave, benefits, insurance, retirement policies, etc. Operational knowledge of ERSC, HR, MCPS, ability to resolve complex questions. Working knowledge of current MCPS policies, federal and state laws, negotiated bargaining agreements, benefit coverage, ERSC and HR practices. Ability to perform standard office clerical tasks quickly, accurately, efficiently. Ability to utilize office technology including proficiency in MS Office, HRIS software, MCPS website, employee self-service. Must be able to multitask and respond to email inquiries related to benefits and ensure customer needs met. Must be organized and able to prioritize and manage time effectively, contributes to team effort by addressing customer needs immediately or referring to other team members as appropriate and maintaining accurate records of contact and resolutions. Ability to meaningfully engage customers and quickly ascertain nature or reason for contact. Excellent human relations skills, oral and written communication skills. Ability to handle high volume of daily telephone calls, walk-in traffic, correspondence. Sensitivity to confidential private employee and retiree information. Bilingual skills preferred but not required. Knowledge of and ability to meet the seven core competencies of SSPGS. - Skills: Could be overlapping with qualifications. But we can separate: Skills: Strong verbal, written, interpersonal communication skills, ability to work independently and as part of a team, knowledge of various software programs and applications, Spanish-speaking candidates encouraged (skill). Also maybe "Ability to work overtime as necessary, evenings and weekends" is a requirement not skill. But we can put under Requirements. - Benefits: The posting says "For information about benefits, please follow the link below." and provides a Google Drive link. No explicit benefits listed. So we should NOT create a Benefits section because no specific benefit details given. The rule: never create Benefits section unless posting actually states them. It only gives a link but not details. So we should omit Benefits. - Pay: The posting includes wage range: $28.57 to $42.13 per hour, based on years of service. So we can include Pay section with that info. - Schedule: The posting includes "Monday–Friday, 8:00 a.m.–4:30 p.m.; Customer service experience preferred." Also "Working Months 12", "Shift Day", "Full-time". So we can include Schedule section with those details. We must not repeat job title as heading. The job title appears maybe "HR, Payroll, Benefits". Not to repeat. We must not put Job ID/requisition numbers as headings; none present. We must remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them into sections. Must not lose any detail. Let's extract all substantive info: From Summary Description paragraph: "Under general supervision, serves as initial and primary contact for current employees, retirees and their families regarding queries and issues related to human resources, Employee and Retiree Services Center functions and operations, including benefits, salary and administration, payroll, insurance, and retirement. Incumbents offer technical support for online service; counsel regarding MCPS and ERSC processes and rules/policies; guidance regarding benefits eligibility; and researches, explains and resolves transaction issues to update and correct employee records. Work involves answering and responding to a high volume of phone calls, email inquiries as well as a walk-in at the front lobby. Actively participates in data analyses to assess and improve customer service. Work of this class involves the ability to apply knowledge of MCPS policies, regulations and procedures, understanding of negotiated contracts with MCEA/MCAAP/SEIU, and understanding of the different transactions that affect employees? and retirees? records, pay, benefits, leave and retirement. An employee in this class must have the ability to resolve complex questions/ issues determine the next steps, communicate results, track interactions and appropriately assign/disperse tickets. Incumbent provides excellent customer service to internal and external customers. Maintains professionalism, engaging all customers with courtesy, efficiency and patience in high-stress situations and a fast-paced environment." Physical Demands: "Sustained operation of computer and telephone headset." Special Requirements: "Ability to work overtime as necessary, evenings and weekends. Annual leave limited during specified timeframes." Job Specific Information: "Monday–Friday, 8:00 a.m.–4:30 p.m.; Customer service experience preferred. Strong verbal, written, and interpersonal communication skills, and the ability to work independently and as part of a team. Knowledge of various software programs and applications. Spanish-speaking candidates are encouraged to apply. An assessment will be administered at the conclusion of the interview. GRADE 17 The wage range for this position is between $28.57and $42.13 per hour, based on years of service. For information about benefits, please follow the link below. https://drive.google.com/file/d/1nCKtJEqy4w4SLTzmvmVXgE8hPfOBolkb/view Job HR, Payroll, Benefits Job Grade 17 Organization Offices Primary Location Rockville Schedule Full-time Working Months 12 Shift Day Job Job Posting Sep 24, 2026, 9:32:27 AM" Knowledge Skills Abilities section: list. Education Training Experience section: list. Other: "Certificate License:None" We need to ensure we include all these details. We must not create sections with filler like "commensurate with experience". Not present. We need to decide which sections to use. Potential sections: - About the role (summary description) - Responsibilities (duties list) - Requirements (education/training/experience, special requirements, physical demands) - Qualifications (knowledge, skills, abilities) - Skills (maybe separate but could be part of Qualifications). But we can keep Qualifications as knowledge/skills/abilities combined. The instruction says use sections like Qualifications, Skills. We could split: Qualifications for education/experience, Skills for abilities. But we need to avoid thin sections. Let's think. We have: Education/Training/Experience: high school/GED required, associates preferred, 2 years customer service required, call center/front desk desirable, 2 years progressively more responsible HR experience processing payroll, benefits, leave preferred, MCPS or other public HR admin preferred, other combos considered. Special Requirements: ability to work overtime evenings/weekends, annual leave limited. Physical Demands: sustained operation of computer and telephone headset. These could go under Requirements. Knowledge/Skills/Abilities: many bullet points. We could put those under Qualifications (knowledge) and Skills (abilities). But many overlap. Better: Use Responsibilities for duties, Requirements for education/experience/special req/physical demands, Qualifications for knowledge (working knowledge of HR etc.), Skills for abilities (multitask, communication, etc.). But we need to ensure we don't create thin sections. Let's see if we have enough content for each. Responsibilities: we have many duties from summary description. Good. Requirements: we have education/training/experience, special requirements, physical demands. That's substantive. Qualifications: we have "Working knowledge of human resources, payroll, leave, benefits, insurance and retirement policies, regulations and procedures. Operational knowledge of ERSC, human resources and MCPS and the ability to resolve complex questions and problems from internal and external customers. Working knowledge of current MCPS policies, federal and state laws, negotiated bargaining agreements, benefit coverage, and ERSC and human resource practices." That's knowledge. Skills: we have many ability statements: "Ability to perform a wide range of standard office clerical tasks quickly, accurately and efficiently. Ability to utilize office technology including proficiency in the use of Microsoft Office applications, HRIS software, and MCPS website, including employee self-service functions. Must be able to multitask and respond to email inquiries related to benefits and ensure the customer needs are met. Must be organized and able to prioritize and manage time effectively, contributes to team effort by addressing customer needs immediately or referring to other team members as appropriate and maintaining accurate records of contact and resolutions. Ability to meaningfully engage customers and quickly ascertain the nature or reason for contact. Excellent human relations skills, oral and written communication skills. Ability to handle a high volume of daily telephone calls, walk-in traffic, and correspondence requirements. Sensitivity to confidential private employee and retiree information. Bilingual skills are preferred but not required. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS)." Also from Job Specific Information: "Strong verbal, written, and interpersonal communication skills, and the ability to work independently and as part of a team. Knowledge of various software programs and applications. Spanish-speaking candidates are encouraged to apply." Also "Customer service experience preferred." That's more like requirement but could be skill. We could combine Skills and Qualifications but better to separate as per instruction. Pay: wage range. Schedule: Monday-Friday 8:00-4:30, Full-time, Working Months 12, Shift Day. We also have location: Rockville. Could be part of About the role or maybe a separate section? Not in list; we could include location in About the role paragraph. We must not invent sections not listed; but we can include location within About the role. We must not repeat job title. We must not include Job ID etc. We must not include the link to benefits as a separate section? The link is just for benefits info; we are not creating Benefits section. Should we include the link somewhere? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The link is substantive info about benefits. If we don't create a Benefits section, where to put it? Could put it under Pay? Not appropriate. Could put it under About the role as a sentence: "For information about benefits, please follow the link below: [URL]". That preserves the info. That's acceptable. Similarly, we must include the assessment note: "An assessment will be administered at the conclusion of the interview." That's substantive; we can put under Requirements or maybe under Skills? Probably under Requirements (selection process). Could be under Requirements. Also "GRADE 17" and "Job HR, Payroll, Benefits Job Grade 17 Organization Offices Primary Location Rockville Schedule Full-time Working Months 12 Shift Day Job