Hotline Support Specialist

Hotline Support Specialist

Chicago Public Schools (CPS) is one of the largest school districts in the United States, serving over 320,000 students in 500+ schools and employing approximately 44,000 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.

Under the Office of Portfolio Management (OPM), the Office of Access and Enrollment (OAE) ensures all CPS students have equal access to high-quality programs that fit their educational needs. OAE manages the admissions process through the GoCPS Application platform for families who are seeking admission to early childhood through high school programs.

Job Summary

Reporting to the Director of OAE, the Hotline Support Specialist will provide support to stakeholders seeking assistance with the GoCPS application process. This role collaborates with the OAE Team on administrative milestones and tasks, and provides technical support to parents, school-based staff, and the vendor call center. This part-time/temporary position will be compensated for time worked on an hourly basis. The work schedule for this role will be up to but no more than 30 hours per week. Due to the part-time/temporary nature of this work, this is not a benefit-eligible position.

Responsibilities

• Performs primary help desk/call center duties
• Provides support to internal and external users with GoCPS Application related issues.
• Works as part of a team to provide support and customer service to GoCPS Stakeholders through multiple channels, including email requests and phone calls received on CPS mainlines.
• Provides support to users regarding password resets and retrievals.
• Works with a multi-queue phone software and ticketing system to answer calls and document support provided
• Provide informational updates to GoCPS Stakeholders.
• Provide administrative and office support on special projects as assigned
• Refer all complaints that are within scope to the appropriate team for follow up.
• Refer any complaints that are out of scope to the appropriate department or District resources
• Perform other related duties as assigned.

Qualifications

In order to be successful and achieve the above responsibilities, the Hotline Support Specialist must possess the following qualifications:

Education Required:

• High school diploma or GED equivalent required
• Associate's degree from an accredited college or university preferred

Experience Required:

• Minimum of three (3) years of professional experience in a call center/customer support environment
• Experience with data entry and managing multiple tasks in a fast-paced environment, required
• Experience with or knowledge of the GoCPS application process preferred

Other Requirements:

• Bilingual English/Spanish, English/Mandarin, English/Polish, English/Arabi

Knowledge, Skills and Abilities:

• Ability to effectively communicate over the phone, present information to callers, and respond to questions from parents and school staff in a timely manner.
• Interpersonal skills and the ability to work with a wide range of people, including children, parents, and CPS staff.
• Ability to communicate effectively, both verbally and in writing with management.
• Demonstrate computer proficiency, spreadsheet, and database software.
• Ability to use a range of technology, including but not limited to Microsoft Office, Google Suite.
• Ability to work independently as well as function effectively and collaboratively in a team environment.
• Excellent organizational skills and ability to effectively multi-task.
• Ability to define problems, analyze data, and outline valid conclusions and action steps
• Refer all complaints that are within scope to the appropriate team for follow up

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.