Bilingual Engagement Coordinator

Cleveland Metropolitan School District

10d•$43,782 - $61,294•Onsite

About The Position

The Bilingual Engagement Coordinator position is a central office-based role within the Customer Experience Department. This position is responsible for servicing the public and providing direct support to the department, offering the highest level of customer service to visitors and guests in a face-to-face setting. The role involves collaborating with Welcome Center teams to ensure visitor management protocols facilitate pleasant, engaged, and efficient visitor experiences. Additionally, this position will work closely with various central office departments to coordinate oral and written translations. The individual is accountable for monitoring and coordinating service delivery efforts and engagement to drive overall district improvement, prioritizing responsibilities to meet scheduled timelines and agendas while working both independently and collaboratively with department managers.

Requirements

Associate degree or equivalent combination of lesser education and relevant experience; bachelor’s degree preferred.
Must be bilingual in Spanish.
Capable of handling challenging situations and people with a high tolerance for ambiguity.
Successful experience in translations and interpretations of various education documents.
Successful project management experience.
High expectations and willingness to go above and beyond the call of duty for CMSD children.
Excellent customer service skills, tact, and good verbal communication.
Demonstrated organizational skills, motivation, exceptional resourcefulness, and willingness to work flexibly and cooperatively as a member of a team.
Ability to maintain confidentiality when handling sensitive personal data and District, school, or personnel matters.
Basic knowledge of grammar, spelling, and punctuation in English and target language.
Knowledge of methods of compiling, organizing, and analyzing data.
Working knowledge of PowerSchool SIS.
Proficient in and experience with MS Office Suite, Outlook 365 and Smartsheet preferred.
Exceptional communication skills, both verbal and written.
Familiar with social media platforms as an engagement tool.
Ability to convey a positive and professional image; possess skills to deliver premier customer experience.
Forward thinker who actively seeks opportunities, critically assesses challenges, and proposes/identifies flexible, effective solutions.
Highly resourceful, team player who works well under pressure.
Comfortable interacting with all levels of organization (i.e., parents, students, staff, internal/external stakeholders).
Ability to meet goals in a fast-paced, deadline-driven environment; positive reception to change and competing demands.
Personal sense of accountability around the ultimate success of CMSD transformation.
Ability to perform multifaceted tasks with minimum supervision.
Ability to adjust to change and flexibility in communication with various departments.
Knowledge of the principles and techniques of effective verbal and written communication in the English and Spanish languages.
Ability to verbally translate spoken material from English into a designated second language(s).
Ability to communicate effectively with other employees and the general public.
Considerable knowledge of general office practices, procedures, and equipment.
Considerable ability to deal courteously with the public, supplying general information and direction in a clear, concise manner.
Strong written and verbal communication/presentation skills.
Ability to establish and maintain effective working relationships with faculty, staff, students, and the public.
Ability to communicate effectively, both orally and in writing.
Excellent computer proficiency and ability to use MS Office (Word, Excel, PowerPoint, Smartsheet).

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Provides administrative support to the Customer Experience Department.
Leads, coordinates, and assists with training, special projects, and school support functions (i.e., H.E.A.R.T. Trainer, Shop for H.E.A.R.T., Lead/global user for Let’s Talk® communication platform, National Customer Service Week, Literacy Bridge Collaborative, CMSD Goes Red, H.E.A.R.T. Campaign).
Assists the Customer Experience Ombuds Office to initiate routine intake, follow-up and “close the loop” communications (i.e., via Let’s Talk® platform, telephone, and email correspondence).
Works collaboratively with Ombuds Manager and provide on-going caseload support as assigned.
Works closely with Welcome Center Ambassador/Welcome Center Departments to ensure continuous improvement processes and protocols are in place for stellar visitor experiences (Floors 1 & 2).
Engages with customers and promote completion of Customer Satisfaction Feedback and related surveys; Compile monthly reporting of Customer Feedback Survey submissions.
Assists in generating monthly data reports aligned to Let’s Talk® metrics, service delivery themes/trends and Communicate with H.E.A.R.T. components.
Assists in drafting and developing monthly messaging/engagement-related content (i.e., Communicate with H.E.A.R.T., Let’s Talk® and CMSD Customer Experience Protocols).
Collaborates with district’s webmaster on updates/content of department webpage.
Develops and maintain social media presence/engagement efforts including monthly content mapping and outreach strategies.
Provides interpretation and translation support for the Customer Experience Department.
Translation support for Customer Experience.
Manages work schedule to meet deadlines.
Reviews translated material for accuracy of meaning, grammar and syntax.
Implement District and/or Board of Education policies.
Maintains and creates files, documents, reports, and record keeping systems.
Available and willing to work extended hours when necessary (i.e., peak enrollment periods, District wide events).
Performs other duties as assigned.