Description

Helpdesk Clerk

Benefits & Wellness Department

Role Mission:

IDEA Public Schools strives to provide staff members across the entire organization with an excellent customer service experience. The Help Desk Clerk (HDC) plays a crucial part in this mission by working directly with employees and addressing concerns relative to Compensation, Benefits, and or Payroll. The primary functions of the HDC are Customer Service, Zendesk ticket administration, Business Partnerships with cross-functional teams, creating resources to address employee concerns, and supporting initiatives.

The Help Desk Clerk (HDC) is responsible for addressing staff concerns through education, information, and resources by means of email, text messages, phone calls, and other engagement and communication channels. The HDC provides support to 10,000 employees across 11 regions and 4 states by means of Zendesk tickets and other communication channels. The HDC is responsible for Zendesk administration and ensuring all customer requests are responded to within 24 hours and resolved within 48 hours. The HDC will be responsible for resolving complaints, providing requested information, and offering assistance to provide staff members with the most pleasant and customer service-oriented experience leading to trust and credibility across the organization. This HDC role will be focused on Compensation, Benefits, Wellness and payroll-related questions and issues from IDEA Team and Family members. Additionally, the HDC will support the manager with executing open enrollment initiatives as well as telephone communication with employees.

Location:

This is a full-time remote position based in Texas with preference given to candidates who live in Austin, El Paso, Houston, Permian Basin (Midland/Odessa), Rio Grande Valley, San Antonio, and Tarrant County (Fort Worth), or who are willing to relocate.

Travel Expectations:

Some travel will be required for this role and may include, but is not limited to, travel for:

• Quarterly Team Stepbacks
• Campus visits, when requested and where budget allows.

What You’ll Do – Accountabilities

In this role you will:

• Respond to all Zendesk tickets in a timely manner.
• Provide exceptional customer service in all interactions.
• 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 always maintained.
• Recommend changes that could provide a better experience for customers.
• Understand pay types (true hourly, bi-weekly extended, and monthly) and base pay calculations.
• Assist with Employee Self Service (ESS) options and submissions for employee demographic updates, including address changes, Form W-4 updates, and locating pay statements.
• Understand compensation and payroll processing deadlines related to employee changes and additions to payroll.
• Understand teacher pay scales and structure.
• Understand work and academic calendars to support an understanding of base pay calculations, benefit deductions and compensation payouts.
• Ability to understand responsibilities for multiple internal departments to ensure requests are being routed through to the correct team.
• Ability to read and understand manual timesheet policies and processing requirements.
• Support in completing analysis and reports related to primary responsibilities.
• Understand benefit offerings for all IDEA employees.
• Knowledge of FSA, supplemental plans, and healthcare benefits.
• Request cards from carriers to be issued to employees.
• Support in processing Qualifying Life Event requests.
• Maintain open to learning about cross-team work in respect to Compensation, Benefits, and Payroll.

What You Bring – Competencies

Knowledge and Skills:

• Ability to work extended workdays to support business needs.
• Attention to detail.
• Excellent customer service skills, both written and oral, and maintain confidentiality in all matters.
• Excellent verbal, written, presentational, and people skills to interact with carriers and staff at all levels in Spanish/English.
• Excellent time management and organizational skills and the ability to manage multiple tasks in a demanding work environment.

Required experience:

• Education: High school diploma or equivalent leading to a bachelor’s degree in human resource management or related field.
• Experience: 2-4 years of related customer service experience.
• Knowledge and Skills: Advanced Proficiency in Excel. Candidate must have the ability to research, analyze, report, and make sound judgments.
• 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.
• Excellent communication and organizational skills.

Physical Requirements:

• Must be able to remain stationary for extended periods of time without being able to leave the work area.
• Must be able to work in a confined space or to crawl or move about on hands and knees.
• Must be able to lift and carry or otherwise move 20 pounds (regularly/occasionally)
• Must be able to work in indoor and outdoor environments, including in times of excessive heat or cold.

What We Offer:

Compensation & Benefits:

Compensation for this role is set at an hourly rate ranging between $18.49/hour and $23.11/hour, commensurate with relevant qualifications and experience.

Additionally, we offer medical, dental, and vision plans, disability, life insurance, parenting benefits, flexible spending account options, generous vacation time, referral bonuses, professional development, and a 403(b). 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.

Application process: (Optional)

Submit your application online through Jobvite. Please note that applications will be reviewed on an ongoing basis until the position is filled. Applicants are encouraged to apply as early as possible.

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