Call Center Coordinator

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.

Job Summary:

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:

Education Required:

* High School diploma is required

* Bachelor's degree from an accredited college/university is preferred

Experience

Required:

* 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:

Health & Wellness:
Your Care, Your Choice

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

We understand the importance of financial stability, which is why CPS offers strong retirement and savings options:

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

CPS values the well-being of its employees and offers competitive paid time off policies:

Paid Leave

Sick Leave

Vacation Days

Parental Leaves

Short-Term Disability

Religious Holidays

Leaves

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