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Customer Service Representative
Note: This position is funded by the Philadelphia Federation of Teachers Union (PFT) If the successful candidate is new to PFT they will begin employment at the first pay step which is $31,755
For forward-thinking administrators and educators opportunities abound in the School District of Philadelphia. The School District of Philadelphia is committed to transforming the education opportunities it offers the city’s more than 203,000 school-aged children. The District seeks District leaders who have a passion for working with schools, principals and communities and who are committed to ensuring all students achieve. Serving a population as diverse as ours requires creativity, commitment and vision. Will you join us?
Job Summary
Provides information to the general public. Handles and responds to all customer calls and inquiries; and documents inquiries, complaints and concerns. Ensures that all issues are transmitted to the appropriate department, academic division or school. Interacts with senior level administrators to ensure that responses to the public’s concerns are provided in a timely and efficient manner.
Essential Functions
• Answers inquiries received in the Call Center/Department with courtesy and efficiency; provides accurate information on School District policies and procedures; records all calls and ensures that the concerns of each caller are addressed immediately; estimates the length of time needed to resolve issues when possible; follows-up with callers to ensure that concerns have been resolved.
• Refers inquiries to other offices when necessary; tracks the status of the inquiry and works cooperatively with other departments on problem resolution; ensures that inquiries are addressed in a timely manner.
• Responds to questions received via electronic formats; directs them to the appropriate area as needed; documents and maintains computerized records on inquiries received; ensures that confidentiality is maintained at all times.
• Alerts staff of recurring problems as well as areas with potential to develop into problem situations.
• Maintains the Volunteer database; updates the database and deletes data which has become dated.
• Records accurate information received from the Safe and Bully, and Parent Hotlines.
• Prepares periodic reports on inquiries received.
• Trains staff as needed on Call Center operations.
• Serve as an on-site essential employee to continue critical services that must be completed on-site.
Minimum Requirements
• Education equivalent to the completion of the twelfth school grade.
• Three years of full-time, paid, experience handling customer calls and concerns which have included using personal computer applications.
Knowledge, Skills and Abilities
Demonstrated knowledge of:
o standard customer service practices and procedures.
o effective methods and techniques used in troubleshooting.
• Demonstrated skill in:
o handling difficult situations in a professional and courteous manner.
• Demonstrated ability to:
o exercise tact and diplomacy when dealing with sensitive and confidential issues.
o work collaboratively with others to address and resolve inquiries received.
o operate a personal computer. o maintain a database.
o maintain orderly and accurate records of departmental activities. o prepare detailed reports. o effectively communicate, both orally and in writing.
o establish and maintain effective working relationships.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Nondiscrimination
The School District of Philadelphia provides to all persons equal access to all categories of employment in this District, regardless of race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin or handicap/disability, gender identity, or genetic information. Please refer to Board Policy 104 for further information regarding the District's commitment to Nondiscrimination in Employment Practices.