Call Center Coordinator

Call Center Coordinator

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.

The Call Center Coordinator will be held accountable for the following 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

In order to be successful and achieve the above responsibilities, the Call Center Coordinator must possess the following qualifications:

• High School diploma is required
• Bachelor's degree from an accredited college/university is preferred
• 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

Knowledge, Skills, and Abilities:

• 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)

Benefits:

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
• 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
• Paid Leave
• Sick Leave
• Vacation Days
• Parental Leaves
• Short-Term Disability
• Religious Holidays
• Leaves

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.