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Call Center Coordinator

4 months ago

Chicago, United States Chicago Public Schools Full time

Chicago Public Schools (CPS) is one of the largest school districts in the United States, serving over 330,000 students in 600 schools and employing nearly 36,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity. Six core values are embedded within these commitments - student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.

The Office of Diverse Learner Supports and Services (ODLSS) works to support networks, schools, and families with all issues related to special education, including instruction, interventions, and legal and compliance supports.

The Call Center Coordinator will be held accountable for the following responsibilities:

* Promote parent's empowerment, particularly in ODLSS matters, by providing high-quality services, accurate information, and timely resolution of all inquiries and requests for assistance
* Support Principals with information and timely resolution of all inquiries and requests for assistance
* Engage in cross-functional collaboration with multiple departments to offer solutions to both parents and district employees regarding ODLSS
* Effectively respond to inbound customer inquiries, prioritizing the resolution or coordination of concerns related to ODLSS
* Maintain a continuous improvement approach to creating and maintaining reference and knowledge base material; identify and close gaps in knowledge or reference materials through the creative use of various medium solutions
* Communicate key concerns and call trends to leadership to increase and improve the delivery of proactive resources and information for parents and school community
* Track all customer interactions (calls, emails and service requests) using a customer service management (CSM) and other tracking tools
* Meet key performance measures related to call quality and other call center metrics
* Report systems problems that may affect departmental standards
* Complete testing and implementation of new services and systems as needed
* Assist with the development of standard operating procedures
* Perform other duties as assigned

In order to be successful and achieve the above responsibilities, the Call Center Coordinator must possess the following qualifications:

Education Required:

* High School diploma is required
* Bachelor's degree from an accredited college/university is preferred

Experience Required

* Minimum of three (3) years of customer service experience is required
* Ability to work in a team setting with multiple contributors on projects
* Ability to multi-task projects, people and events to get the job done
* Proficient in Google and Microsoft tools
* Excellent written and verbal communication skills
* Ability to work independently and as a team member

Knowledge, Skills, and Abilities:

* Excellent verbal and written communication skills
* Capable of explaining employee policies and procedures with a professional demeanor
* Strong critical thinking skills, decisive judgment, and the ability to work with minimal supervision
* Proficient in general word processing and spreadsheet skills
* Proficient in the use of call center technology tools (or capable of learning to efficiently use these tools)
* Able to work in a high-volume environment with rapidly shifting priorities

Conditions of Employment

As a condition of employment with the Chicago Public Schools (CPS), employees are required to:

* Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district.

Be Fully Vaccinated or Submit to Weekly COVID-19 Testing - Employees are required to be fully vaccinated within 30 days of their hire date. Full vaccination is defined as at least two weeks after your second shot of a two-shot vaccination course, or at least two weeks after a one-shot vaccination course. Unvaccinated staff must submit to weekly testing.

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