FY27: Call Center Assistant, ERSC, 8hrs/12mo, Ad closes 10/2/26

Summary Description 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. Summary Description 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. For information about benefits, please follow the link below. 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. 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, 10:32:27 AM Knowledge Skills Abilities 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. 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). Education Training Experience 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. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered. Certificate License:None #J-18808-Ljbffr Montgomery County Public Schools