Call Center Coordinator

Chicago Public Schools•Chicago, IL

10h•Onsite

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. 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 and three years of related experience
Bachelor’s degree from an accredited college/university
Customer service experience is strongly preferred
Bilingual fluency in English and Spanish is preferred
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)

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