Call Center Specialist

Reporting to the Supervisor, this individual will provide technical support and assistance via phone to educators, regional offices of education, and other education community members pertaining to Illinois educator licensure and license renewal. This person will also conduct research and develop/maintain materials to aid the department in continuously improving its service to Illinois educators.

• Provides technical support and informational assistance to stakeholders via phone regarding Illinois educator licensure including, but not limited to, Educator Licensure Information System (ELIS) and Professional Development Tracking System (PD+) navigation, website navigation, password resets, locating documents and test scores on file, assisting with application wizards, and providing information on application, renewal, registration, reinstatement, and payment processes.
• Assists with responding to escalated calls.
• Assists with the timely evaluations of applications by completing evaluations and uploading licensure related documents into ELIS.
• Recommends phone coverage schedules.
• Plans, schedules, and leads various meetings.
• Provides thorough and comprehensive assistance to Agency staff and external stakeholders via various communication channels regarding licensure related topics.
• Coordinates efforts for continuous improvement of the department's customer service.
• Researches and identifies repeat issues, system functionality problems, and website impediments, and recommends strategies for improvement.
• Participates in problem solving for reported issues based on best practices and customer service needs.
• Analyzes data to identify potential areas for improvement.
• Attends trainings to increase department customer service.
• Develops and provides training to new and current employees.
• Researches and recommends external training opportunities and continuous improvement efforts to management.
• Performs other duties as assigned.

• Associates degree, or, high school diploma with a combination of two years of education, training, and/or experience related to the duties of this position. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)
• One year of experience working in a call center or as an office receptionist providing customer service or technical support to customers via phone.
• Excellent oral, written, and interpersonal communication skills.
• Ability to multi-task and demonstrate proficiency in simultaneously talking and typing while on the phone with callers.
• Ability to work independently, yet quickly assimilate into a team atmosphere to participate in group assignments.
• Demonstrated ability to research and problem solve while calmly handling challenging requests and demands from customers.
• Working knowledge of computer operating systems such as Windows.
• Ability to make decisions based on sound logic.
• Ability to take initiative to solve issues without being directly assigned.
• Demonstrated leadership knowledge and demonstrated reliability.

• Experience creating and delivering trainings to coworkers.
• Experience working in an education setting.
• Experience analyzing data (e.g. call volume, call hold times, timelines for work completion, volume of mail) and identifying areas for improvement.
• Experience using the Educator Licensure Information System (ELIS).
• Experience with Microsoft Office Suite and Office 365 preferred.
• Knowledge of Illinois educator licensure.
• Spanish language proficiency.