Bilingual Service Center Associate- Customer Service I
Indianapolis Public Schools strives to be the flagship in innovative urban education, preparing all students to be successful in the global economy.
Under general supervision performs a variety of administrative duties to support the activities of the IPS Service Center. This position involves addressing general public inquiries and concerns and assisting with various administrative tasks. The associate will screen and independently handle a variety of inquiries including but not limited to those related to transportation by telephone. The associate will be adept in critical thinking, providing high-quality customer service and maintaining calm under pressure. At every interaction, the associate will enthusiastically promote district pride and service excellence when assisting internal and external callers and guests, as calls and inquiries are addressed and concerns are resolved. Must consistently exemplify the district brand of efficiency, courtesy and intuitive service while managing mid-to-heavy seasonal call volumes and workloads. Uses discretionary judgment and independent action and should be used as training opportunities for first line associates. During low call volume occurrences, the associate will assist with projects as assigned. The associate will be a person with integrity, keeping all Service Center business confidential. IPS Service Center Associates report to the Service Center Manager. Their work will be assigned and monitored by the Service Center Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associate’s Degree (A.A.) in Business Administration, Secretarial Sciences or equivalent from a university, two-year college or technical school, and three years related experience and/or training, or equivalent combination of education and experience. Formal customer service or guest services training and/or evidence of applied competencies. Knowledge of basic word processing software and/or tools. Typing speed of 50 wpm required. Experience in PowerPoint and Adobe is strongly encouraged.
Ability to read and comprehend instructions, correspondence and memos. Ability to write correspondence. Ability to effectively present information in one-on-one, small group and public meeting situations to customers, clients, and employees.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio, and percent and to develop and interpret bar graphs.
Ability to apply common sense understanding to carry out instruction furnished in written, oral, or diagram form. Advanced problem solving ability; able to quickly and successfully deal with problems involving several concrete variables in standardized and episodic situations.
CERTIFICATES AND LICENSES
No certificates required; however, customer service, guest services or hospitality certification preferred.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and sit. The employee must regularly lift and/or move ten pounds, occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk or hear.
The IPS Service Center is a call center work environment; the characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
$32,000 - $45,000