Call Center Coordinator

Position Details

• Primary
  
  Location:
  
  Central-42 West Madison Street (Office Students w/Disab-Oper&An)
• Salary Range: 44,000.00 – 57,500.00
• Position Type: Non-Union Position (S04 grade)
• Overtime Status: Non-exempt

Final salary offers dependent on candidate qualifications.

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.

• 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) system 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 empowerment 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 centre metrics and report system problems that may affect departmental standards.
• Assist with the development of standard operating procedures.
• Other duties as assigned.

• Education Required: High School diploma required;
  Bachelor’s degree preferred.
• Experience
  
  Required:
  
  Minimum of three (3) years customer service experience, ability to work in a team setting with multiple contributors on projects, ability to multi‑task projects, people and events, proficiency 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 centre technology tools (or capable of learning to use these tools efficiently).

• Medical Plan Options
• Pharmacy
• Vision
• Behavioral Health & EAP
• Employee Wellness Program
• Basic Life Insurance
• Life and Disability Insurance
• Pension Plans
• Supplemental Retirement Plans (403(b), 457(b))
• Flexible Spending Accounts (FSAs)
• Spot Pet Insurance

• Competitive paid time off policies.

Establish/Maintain Chicago Residency: Employees must live within the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. This does not apply to temporary/part‑time positions; however, all CPS employees must be residents of Illinois.

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