Rep Family Information Call Center II

Rep Family Information Call Center II-(24004690)

Description

Job Title:

Call Representative II -Family Information Center

FLSA:

Non-Exempt

Job Code & Family

84205

Revision Date:

10/02/2015

Salary Plan & Pay Grade:

Support – SCH007

Revised By:

Susan York

EEO Code:

Clerical Support

Comp Reviewed By:

James Hockaday

Grant Funded?

No = Local

# of months; # of days:

12mos; 260 days

WSC 001

JOB SUMMARY & PRIMARY JOB FUNCTIONS

REPORTS TO: Family Information Center Manager

DEPARTMENT NAME: Family Information Center

JOB SUMMARY (2-3 sentences): Call Representative responsibilities include answering a high volume of telephone calls in a fast-paced environment.Call Representatives will use the highest level of courtesy and professionalism to provide information and assistance to callers following department protocol.

PRIMARY JOB FUNCTIONS: List, in the order of time spent, the essential tasks performed by the position.Employees may be assigned additional duties by management as required.

Job Responsibility 1:

Answer calls in a high volume, fast-paced environment.

Job Responsibility 2:

Provide information and assistance to callers using electronic tools and following department protocol.

Job Responsibility 3:

Communicate with transportation staff to provide real-time information to callers.

Job Responsibility 4:

Identify, refer and introduce callers to Family Liaisons.

Job Responsibility 5:

Document all calls and report trends.

Job Responsibility 6:

Other clerical duties as assigned.

GENERAL RESPONSIBILITIES, REQUIREMENTS, AND IMPACTS

DATA RESPONSIBILITY : “ Data Responsibility” refers to information, knowledge, and conceptions obtained by observation, investigation, interpretation, visualization, and mental creation.Data are intangible and include numbers, words, symbols, ideas, concepts, and oral verbalizations.

Copies, transcribes, enters, or posts data or information.

PEOPLE RESPONSIBILITY : “ People Responsibility” refers to individuals who have contact with or are influenced by the position.

Attends to the needs or requests of people and exchanges information with them.

ASSETS RESPONSIBILITY : “ Assets Responsibility” refers to the responsibility for achieving economies or preventing loss within the organization.

Requires minimum responsibility for only small quantities of low cost items or supplies where opportunities for achieving economies or preventing loss are negligible.

MATHEMATICAL REQUIREMENTS : “ Mathematics” deals with quantities, magnitudes, and forms and their relationships and attributes by the use of numbers and symbols.

May use addition and subtraction in documenting student progress, making change, etc.

COMMUNICATIONS REQUIREMENTS : “ Communications” involves the ability to read, write, and speak.

Reads routine sentences or instructions; writes routine sentences and completes routine work forms; speaks routine sentences using standard grammar.Bi-lingual candidates fluent in English are desired.

COMPLEXITY OF WORK : “ Complexity of Work” addresses the analysis, initiative, ingenuity, creativity, and concentration required by the position and the presence of any unusual pressures.

Performs semi-routine work involving set procedures and rules, but with frequent problems; requires normal attention with short periods of concentration for accurate results or occasional exposure to unusual pressure.

IMPACT OF DECISIONS :“ Impact of Decisions” refers to consequences such as damage to property, loss of data or property, exposure of the organization to legal liability, or injury or death to individuals.

Makes decisions with minor impact - affects only those in immediate work area.

EQUIPMENT USAGE : “Equipment Usage” refers to inanimate objects such as substances, materials, machines, tools, equipment, work aids, or products. A thing is tangible and has shape, form, and other physical characteristics.

Handles machines or office equipment.

SAFETY OF OTHERS :“ Safety of Others” refers to the responsibility for other people’s safety, either inherent in the job or to assure the safety of the general public.

Requires no responsibility for the safety of others.

EDUCATION AND EXPERIENCE REQUIREMENTS

EDUCATION REQUIREMENTS : “ Education Requirements” refers to job specific training and education required for entry into the position.

High School Diploma.

LICENSES, CERTIFICATIONS, AND REGISTRATIONS REQUIRED : “ Licenses, Certifications, and Registrations” refers to professional, state, or federal licenses, certifications, or registrations required to enter the position.

None.

EXPERIENCE REQUIREMENTS : “ Experience Requirements” refers to the amount of work experience that is required for entry into the position that would result in reasonable expectation that the person can perform the tasks required by the position.

One (1) year of experience providing high level service in a customer service related environment. Proficient in Microsoft Office Suite (Word, Excel, Outlook).

AMERICANS WITH DISABILITIES REQUIREMENTS

PHYSICAL DEMANDS :

Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis and some dexterity in operating machines or office equipment.

UNAVOIDABLE HAZARDS : The position is exposed to no unusual environmental hazards.

SENSORY (ADA) REQUIREMENTS :

The position requires normal visual acuity and field of vision, hearing and speaking.

AMERICANS WITH DISABILITIES ACT COMPLIANCE

Metropolitan Nashville Public Schools is an Equal Opportunity Employer.ADA requires MNPS to provide adequate accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Qualifications

See Job Description.

Primary Location

:Nashville-Support Hub-Support Hub Building

Work Locations

:Support Hub Building

Job

:Administrative SupportJob Schedule:Full-Time