Constituent Services Specialist

Purpose and Scope This position reports to the Director of Constituent Services as a team leader for Constituent Services Assistants, providing monitoring, training, and serving as a hands-on next point of contact for alternative resolutions, bilingual support or enhanced problem-solving skills to address constituent concerns by delivering high-quality service. The Constituent Services Specialist will develop reports to summarize constituent concerns resolved at the first point of contact, escalated for additional research/resolution and analyze data to communicate opportunities to improve the quality of service.

Essential Job Functions

Provides exemplary customer service as the first point of contact for constituents who call or email SCS with a question or concern; responds to routine and critical requests for service and assistance.

Coaches, mentors, and serves as the next point of contact for Constituent Service Assistants with challenging concerns that requires an alternative resolution, bilingual support or enhanced problem-solving skills.

Escalates complicated or sensitive calls to the appropriate staff at schools or in Central Office and ensures the Director of Constituent Services is informed.

Guides Parent Support Center staff to understand and comply with SCS customer service expectations; this includes serving as an example, observing practices, monitoring for compliance and providing training to develop skills that lead to the delivery of high-quality customer service experiences.

Provides translation assistance for incoming callers and outgoing correspondence using bilingual skills, translations devices or collaborating with ESL staff.

Collaborates with Director, IT, and telephone vendor to analyze data and prepare staffing schedules which provides coverage for the Call Center and Parent Support Center reception area.

Identifies resources needed to enhance the ability of Parent Support Center staff with meeting the needs of constituents; utilize oral, written and computer skills to communicate those needs to the Director of Constituent Services.

Prepares and maintains a variety of narrative and statistical reports, records, correspondence, and files to document constituent concerns; provides appropriate research and compiles reports, as needed.

Reviews the accuracy of data generated by Constituent Service Assistants and helps identify the training and support needed to meet the customer service expectations and support the Constituent Services Policy.

Creates and provides training opportunities and communicates content used to orient staff (schools and departments) to the District's expectations of high-quality customer service for all constituents.

Availability to attend weekly team meetings and exhibit flexibility during call center high call volumes and/or peak seasons.

Attends training, meetings, workshops or seminars as necessary to enhance job knowledge and skills.

Performs other related duties as assigned or directed.

Minimum Qualifications Graduation from an accredited college or university with a Bachelor's degree in Public Administration, Business Administration, Human Resources, Education or related field, or equivalent, and 2 years of experience in customer service, bilingual service, or call center support for a total education/experience of 6 years. (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED).

Degree Equivalency Formula:

Bachelor's Degree= 4 years plus required years of experience.

Master's Degree= 2 years plus required years of experience. Where Master's degrees are required, years for Bachelor's Degrees must be included.