Reposted: FY27: Call Center Assistant, ERSC, 8 hrs/12 mos, Ad closes 7/28/26

About the role

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.

Responsibilities

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', 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.

Requirements

• High School or GED diploma required
• Associates degree in human resources or related field preferred
• Two years of customer service required
• Experience in a call center or front desk role desirable
• Two years of progressively more responsible human resources or related experience processing payroll, benefits, and leave preferred
• Experience working in Montgomery County Public Schools or other public human resources administration or educational institution preferred

Skills

• 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
• 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
• 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
• Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS)

Pay

The wage range for this position is a salary between $27.67 p/h and $40.00 p/h based on position responsibilities.

Schedule

Full-time, 12 months per year, day shift. Ability to work overtime as necessary, evenings and weekends. Annual leave limited during specified timeframes, including peak seasons in October (Open Enrollment) and late June–early July (year-end).