Constituent Services Assistant

About the role

The Constituent Services Assistant will be the primary service provider for customers who contact MSCS by telephone, email or walk-in with an inquiry or request for assistance.

Responsibilities

• Provides exemplary customer service as the first point of contact for constituents who call, email or visit the service center;
• Responds to a high volume of general and critical requests for assistance or support;
• Ability to perform in a fast-paced environment.
• Demonstrates problem-solving skills that effectively address concerns/inquiries identified by customers, solves a wide breadth of concerns quickly and efficiently without the need to refer customers to others individual or departments unless necessary.
• Listens attentively to understand each customer’s request, escalates complicated or sensitive calls to the appropriate staff (colleague, specialist, manager, director, Parent Liaison or Central Office leader).
• Serves as an example of MSCS’ customer service expectations by providing a welcoming environment, orderly environment, respectful and responsive to constituent concerns, knowledgeable about MSCS policies and reporting structure, and sensitive to the needs of students and their families.
• Provides translation assistance for customers by using bilingual skills, translations devices, providing a warm transfer to a fellow Constituent Services Assistant or collaborating with ESL staff.
• Documents each customer transaction in a data tracking system and maintains daily reports to ensure calls match the number of service tickets created and analyzes data to understand trends/emerging concerns.
• Receives and responds to inquiries and/or concerns and identifies resources needed to enhance the ability to meet the needs of constituents; utilizes excellent verbal, written and computer skills to communicate needs.
• Navigates multiple technical tools to efficiently answer calls and/or respond to MSCS Help emails, provide one-on-one assistance with online applications, document customer inquiries, prepare records, generate reports and general correspondence.
• Availability to attend weekly team meetings and exhibit flexibility during periods of 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.

Requirements

• Graduation from an accredited high school or equivalent and 2 years of experience in customer service, bilingual service, or call center support or a combination of equivalent education and/or directly relevant experience.
• (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED)
• Formula for Degree Equivalency
• Bachelor’s Degree = 4 years plus required years of experience.
• Master’s Degree = 2 years plus required years of experience.
• Bilingual candidate preferred.