Description

Position at IDEA Public Schools

Position overview:

The Customer Service Clerk (CSC) is responsible for supporting the Engagement & Communications Manager in educating, informing, and supporting 10,000+ employees across 11 regions and 5 states by means of Zendesk tickets and other communication channels. The CSC is directly responsible for Zendesk administration and ensuring all customer requests are responded to within 24 hours and resolved within 48 hours. The CSC will be responsible for resolving complaints, providing requested information, and offering assistance to provide staff members the most pleasant and customer service-oriented experience leading to trust and credibility across the organization. Additionally, the CSC will support the manager with executing open enrollment initiatives.

This is a full-time remote/on-site position based in Texas/Louisiana/Florida/Arkansas/Ohio with preference given to candidates who live in Texas or who are willing to relocate. Travel is required. We are looking to fill this role by July 1, 2022. The Customer Service Clerk will be part of the Benefits Team which supports the organization on a national level.

Compensation & Benefits:

Salaries for people entering this role typically fall between $16.00/hour and $20.00/hour, commensurate with relevant experience and qualifications and in alignment with internal equity. This role is also eligible for a performance bonus based on individual and organizational performance and goal attainment.

Additionally, we offer medical, dental, vision, and supplemental benefits as well as retirement plans and a generous vacation package. You can find more information about our benefits at https://ideapublicschools.org/careers/benefits/.

* IDEA may offer a relocation stipend to defray the cost of moving for this role, if applicable.

In this role you will:

• Respond to all Zendesk tickets in a timely manner
• Escalate customer requests that may require for an exception to be made
• Lean on management to provide instruction for how to navigate through various challenges
• Answer all customers' questions and provide relevant information and resources
• Partake in educational opportunities to update knowledge regarding customer service-related responsibilities
• Make sure that all resources are delivered to customers in a timely manner
• Ensure the standards set forth by the organization are maintained at all times
• Recommend changes that could provide a better experience to customers
• Support in the execution of open enrollment initiatives
• Administer National Support Notices and comply with state and federal laws
• Provide employees with Letters of Credible Coverage upon request
• Work with cross-functional teams to provide guidance
• Supports in promoting benefits programs and resources
• Process Qualifying Life Events and employee changes
• Supports in completing analysis and reports related to primary responsibilities

Required education/experience:

• High school diploma or equivalent leading to a bachelor's degree in human resource management or related field, and three to five years of related benefits or employee benefits administration experience.

Required technology:

• Computer proficiency and technical aptitude with the ability to use Microsoft products, including PowerPoint, experience with Employee Information Systems, Enrollment Platforms, and other benefits databases.
• Strong excel knowledge and skills.

Preferred skills/experience:

• Proven ability to work effectively in a team environment with associates.
• Effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Strong analytical skills and a thorough knowledge of plan designs.
• Ability to understand, evaluate and make judgment on proposals (RFPs).
• Excellent communication and organization skills.

Goals:

As part of the Benefits team, you will contribute to reaching the following ambitious goals:

1. 95% of Zendesk Tickets Responded to within 24 hours and resolved within 48 hours
2. 98% of Adjustments to Staff Members paychecks communicated prior to payroll execution
3. 98% of Qualifying Life Events Responded to within 24 hours & changes processed within 48 hours after form submission
4. 98% of Reports Submitted on Time
5. 95% Customer Service Satisfaction

Physical Requirements: (Optional)
• Must be able to sit for extended periods of time without being able to leave the work area.
• Must be able to work independently with minimal supervision.
• Must be able to lift and carry or otherwise move 15 pounds (occasionally)

Diversity, Equity, and Inclusion

At IDEA we recognize that racism, bias, and privilege exist in society. We are committed to an organizational culture that promotes awareness and inclusivity for our students and staff and supports their path to positively impact our broader society. We are committed to recognizing the impact of racism and privilege, and commit as an organization to have equitable practices, policies, and structures. Visit https://ideapublicschools.org/dei/ to learn about IDEA's Diversity, Equity, and Inclusion Anti-Racist and Anti-Bias commitment.

Learn more about IDEA

• IDEA's Core Values

• https://ideapublicschools.org/careers/leadership/
• https://ideapublicschools.org/our-approach/
• https://ideapublicschools.org/our-story/impact-magazine/
• https://ideapublicschools.org/our-story/history/
• https://ideapublicschools.org/blog/introducing-our-revised-core-values/

IDEA Public Schools does not discriminate on the basis of race, color, national origin, age, sex or disability, in admission or access to, or treatment of employment in its programs and activities. Any person having inquiries concerning the organization's compliance with the regulations implementing Title VI of Civil Rights Act of 1964 (Title VI), Section 504 of the Rehabilitation Act of 1973 (Section 504), or Title II of the Americans with Disabilities Act of 1990 (ADA), may contact IDEA Human Resources at (956) 377-8000.