• Answers and resolves inquiries by clarifying issues, researching and exploring answers and alternative solutions; and escalating unresolved issues and concerns to the Ombudsman as needed.
• Documents complaints and needed supports through district log/portal (HEAT) to ensure timely response and resolution of issues.
• Triages support and refers requests to department contacts as needed. Dispatches and direct contract/temporary staff as needed to resolve customer issues/concerns. Follows up to ensure prompt resolution of outstanding inquiries and requests.
• Provides emergency response and de-escalation actions in times of crisis to ensure services and supports are maintained and provided to stakeholders.
• Assess, create, and maintain a robust clearinghouse of information related to core functions of the division to support internal and external stakeholder engagement.
• Leads technical support to key division communications and engagement platforms (e.g., website, enrollment system, parent/family portal, partnerships and volunteer portal, and translation and interpretation portals/systems) to support stakeholder utilization and engagement with platforms.
• Supports core operational and administrative functions (e.g., office management, payroll, stipend payments, expense reports) by developing and leading technical support sessions that promote a culture of excellence in customer service and support.
• Participates in training and development programs and internal workgroups (as needed) to enhance technical, interpersonal and communications skills and proficiency related to assigned work and other special projects.
• Performs and promotes all activities in compliance with equal employment and nondiscrimination policies; follows federal laws, state laws, school board polices and the professional standards.

• Associate degree in a closely related field and five years of directly related experience as a call center/customer service representative or department assistant (Bachelor's degree preferred).
• Proficiency in technical computer applications including Microsoft Word, Excel, PowerPoint and Outlook and knowledge of customer relationship management software/platforms.
• Proficiency in the use of multi-line telephone systems and ability to manage in a fast-paced, high call volume environment.
• Good oral and written communications skills, with the ability to use tact and exercise good judgement in interacting with the public, school, and central office personnel.
• Ability to use judgment and initiative to quickly assess and resolve issues.
• Ability to regularly reassess priorities and adjust to changing workload demands.
• Ability to enter data accurately using computer databases within limited time periods.
• Ability to establish and maintain working relationships with departmental officials, associates, and employees.
• Must have complex problem-solving skills.
• Must possess excellent cross-organizational knowledge.
• Ability to coach, lead and provide feedback to others.

Qualified candidates for the above position must submit the following:

• Completed online application
• Resume that clearly demonstrates the above minimum qualifications. It is important that you include all experiences and education related to the position to which you are applying.
• Upload copies of all transcripts -undergraduate, graduate and all MSDE Certifications
• Must provide three (3) professional references to include: name, title, business address, e-mail address and phone number
• All documentation/certification necessary (scanned copies accepted) to substantiate minimum qualifications; must be uploaded into application
• All documentation must be scanned and uploaded to application

Benefits - This position is eligible for benefits. To review the available options please see the information relevant to the union for this position by viewing the following link: http://www.baltimorecityschools.org

• Baltimore City Public Schools ("City Schools") does not discriminate in its employment, programs, and activities based on race, ethnicity, color, ancestry, national origin, nationality, religion, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy or parenting status, family structure, ability (cognitive, social/emotional, and physical), veteran status, genetic information, age, immigration or citizenship status, socioeconomic status, language, or any other legally or constitutionally protected attributes or affiliations. Discrimination undermines our community's long-standing efforts to create, foster, and promote equity and inclusion for all. Some examples of discrimination include acts of hate, violence, harassment, bullying, or retaliation. For more information, see City Schools' non-discrimination statemen City Schools also provides equal access to the Boy and Girl Scouts and other designated youth groups.

For inquiries regarding the nondiscrimination policies, please contact the Equal Employment Opportunity Manager, 200 E. North Avenue, Room 208, Baltimore, MD 21202; 410-396-8542 (phone); 410-396-2955 (fax).

This position is affiliated with the City Union of Baltimore (CUB) bargaining unit.

This position is affiliated with the City Retirement Plan.