Manager - Constituent Services

About the role

The Constituent Services Manager oversees the operations of the Constituent Call Center at the Parent Welcome Center, ensuring that parents, community members, and District employees receive timely, consistent, and high-quality customer service. The position manages escalated constituent concerns, develops and implements customer service training, monitors performance metrics, supervises staff, and collaborates with District departments and schools to strengthen service delivery and support the goals of Family and Community Engagement (FACE).

Responsibilities

• Manages the Constituent Call Center at the Parent Welcome Center, the first point of contact for parents, community members, and employees who contact the District.
• Handles escalated calls that cannot be answered by Call Center Assistants; serves as next point of contact before escalating to the Director of Family and Community Engagement and School Operations.
• Provides comprehensive and consistent Customer Service Training for district departments and schools.
• Directs the preparation and maintenance of a variety of narrative and statistical reports, records, correspondence, and files related to assigned service, activities, and operations; provides for appropriate research and compiles weekly, monthly and annual reports.
• Tracks relevant metrics related to Call Center and Parent Welcome Center performance over time; develop supporting systems and processes to track these metrics.
• Supervises direct report(s) to effectively recruit, train, motivate, delegate, monitor and evaluate their activities, including hiring, firing, and disciplinary decisions. Provides staff with resources needed to successfully perform work.
• Manages staffing of full-time Call Center Assistants, along with seasonal temporary support as needed, to provide superior customer service and manage call volume in an efficient and cost-effective manner (i.e., with employees at high utilization levels).
• Works collaboratively with other managers and management representatives in Family and Community Engagement (FACE) to achieve a system-wide result.
• Formulates local targets, goals, and activities that are in sync with and support the broader goals and objectives of the organization.
• Performs other related duties as assigned or directed.

Qualifications

Graduation from an accredited college or university with a Bachelor’s degree in Public Administration, Business Administration, Communication, Education, Human Resources or a related field, plus five (5) years of progressively related experience in customer service, constituent relations, call center operations, or community engagement; OR a combination of education and experience totaling nine (9) years.

Three (3) years’ experience in customer service, constituent relations, or call center including two (2) years in a supervisory or team-lead capacity required. (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 = 6 years plus required years of experience.

Pay

The salary range is $73,462.40 minimum to $105,665.50 maximum.