Constituent Services Assistant

Memphis-Shelby County Schools • Memphis, TN

266d

About The Position

The Constituent Services Assistant will be the primary service provider for customers who contact MSCS by telephone, email or walk-in with an inquiry or request for assistance. The Constituent Services Assistant will have access to information to answer questions, offer alternative solutions, or escalate the matter as deemed appropriate to ensure all concerns are addressed.

Requirements

• Graduation from an accredited high school or equivalent.
• 2 years of experience in customer service, bilingual service, or call center support, or a combination of equivalent education and/or directly relevant experience.
• Proof of education, training, and/or experience is required.

Nice To Haves

• Bilingual candidate preferred.

Responsibilities

• Provides exemplary customer service as the first point of contact for constituents who call, email or visit the service center.
• Responds to a high volume of general and critical requests for assistance or support in a fast-paced environment.
• Demonstrates problem-solving skills that effectively address concerns/inquiries identified by customers.
• Listens attentively to understand each customer's request and escalates complicated or sensitive calls to the appropriate staff.
• Serves as an example of MSCS' customer service expectations by providing a welcoming and orderly environment.
• Provides translation assistance for customers using bilingual skills and translation devices.
• Documents each customer transaction in a data tracking system and maintains daily reports.
• Receives and responds to inquiries and/or concerns and identifies resources needed to meet the needs of constituents.
• Utilizes excellent verbal, written and computer skills to communicate needs.
• Navigates multiple technical tools to efficiently answer calls and respond to MSCS Help emails.
• Attends weekly team meetings and exhibits flexibility during high call volumes and peak seasons.
• Attends training, meetings, workshops or seminars as necessary to enhance job knowledge and skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED