Office _ Call Center Agent; Information Instructional Technology

Central Office - Call Center Agent (Information Instructional Technology)

Salary Grade/

Schedule:

111

Salary Schedules:

The DeKalb County School District is seeking an experienced and professional Call Center Agent. The material contained herein is subject to change. All open positions offered by the DeKalb County School District are subject to specific job requirements.

Title: Call Center Agent

Essential

Job Duties:

• Operates the multi-line telephone system and/or switchboard for the DeKalb County School District (DCSD); answers incoming calls and forwards to appropriate personnel or departments, providing information to ensure proper routing.
• Efficiently directs incoming calls to appropriate personnel or departments and provides accurate information to callers.
• Transfers calls and ensures efficient communication within the organization.
• Provides general information to the public about the school system, including addresses, directions, and other relevant details.
• Maintains and updates personnel and department directories to facilitate accurate call transfers and information dissemination.
• Enters data to determine home school based on the caller's home address and assists callers in navigating the DeKalb County School District (DCSD) web page.
• Serves as a liaison between the general public and DCSD staff, fostering positive interactions and support.
• Works on routine or semi‑routine assignments with an understanding of when deviation from standard practice is necessary.
• Manages tasks that are assigned while being prepared to suggest improvements for efficiency in handling inquiries or issues faced by callers.
• Participates in projects related to the development of new tools or processes aimed at improving efficiency within the organization.
• Coordinates assigned project tasks effectively to meet objectives.
• Performs other duties as assigned.

Minimum Qualifications:

• High school diploma with 3 – 6 years of related experience required.
• Associate’s Degree with 1 – 4 years of related experience preferred.

Seniority Level: Mid‑Senior

Employment Type: Full‑time

Job Functions: Administrative

The DeKalb County School District is an equal opportunity employer, and all hiring decisions are subject to federal, state, and local employment laws and regulations.