Call Center Coordinator

Chicago Public Schools•Chicago, IL

30d

About The Position

Chicago Public Schools (CPS) is a district on the rise, serving over 325,000 students in 500 schools and employing over 45,000 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. Aligned with our transformed philosophy, we are steadfastly focused on ensuring that the District provides resources equitably to support every student, every school, and every community. Six core values guide the work we do every day for our students - student-centered, whole child, equity, academic excellence, community partnership, and continuous learning. Each role in the district supports our vision that every student deserves a rigorous, joyful, and equitable learning experience. The Office for Students with Disabilities (OSD) works to support networks, schools, and families with all issues related to special education including instruction, interventions, and legal and compliance support. OSD provides the tools and resources to ensure that all students with disabilities receive a high-quality public education that prepares students for success. OSD supports networks, schools, and families with all issues related to special education, including instruction, interventions, and legal and compliance support. Job Summary: Reporting to the Chief of OSD, the Call Center Coordinator will respond to inbound customer inquiries; prioritizing the resolution or coordination of concerns related to OSD. The Call Center Coordinator will collaborate and engage with multiple departments to offer solutions to both parents and district employees regarding OSD. This is a full-time, non-exempt position that will be paid for time worked on an hourly basis.

Requirements

High School diploma is 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
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)

Nice To Haves

Bachelor's degree from an accredited college/university is preferred

Responsibilities

Effectively respond to inbound customer inquiries, prioritizing the resolution or coordination of concerns related to OSD
Engage in cross-functional collaboration with multiple departments to offer solutions to both parents and district employees regarding OSD
Track all customer interactions (calls, emails and service requests) using a customer service management (CSM) and other tracking tools
Communicate key concerns and call trends to leadership to increase and improve the delivery of proactive resources and information for parents and school community
Support Principals with information and timely resolution of all inquiries and requests for assistance
Promote parent's empowerment, particularly in OSD matters, by providing high-quality services, accurate information, and timely resolution of all inquiries and requests for assistance
Meet key performance measures related to call quality and other call center metrics and report system problems that may affect departmental standards
Assist with the development of standard operating procedures
Other duties as assigned

Benefits

Health & Wellness: Your Care, Your Choice
CPS is committed to providing comprehensive health coverage to our employees and their eligible dependents. You'll have access to a variety of choices to best fit your needs:
Medical Plan Options
Pharmacy
Dental
Vision
Behavioral Health & EAP
Employee Wellness Program
Financial Security: Planning for Today and Tomorrow
We understand the importance of financial stability, which is why CPS offers strong retirement and savings options:
Basic Life Insurance
Life and Disability Insurance
Pension Plans
Supplemental Retirement Plans (403(b) and 457(b))
Flexible Spending Accounts (FSAs)
Spot Pet Insurance
Work-Life Balance: Supporting Your Personal and Professional Life
CPS values the well-being of its employees and offers competitive paid time off policies:
Paid Leave
Sick Leave
Vacation Days
Parental Leaves
Short-Term Disability
Religious Holidays
Leaves
Reference the Chicago Public Schools: A Comprehensive Benefits Overview or the benefits handbook for comprehensive details.
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. The Chicago residency requirement does not apply to temporary/part-time positions; however, all CPS employees must be residents of Illinois.