Constituent Services Clerk

locationMemphis - Tennessee (TN), 38104

atShelby County Schools

Estimated salary $16 an hour ++

Job Description:

Purpose and Scope:

The Constituent Services Clerk serves as the initial contact for the Parent Support Center and responds to initial concerns and requests for information regarding available services. The Constituent Services Clerk is responsible for providing effective customer service to all internal and external customers.

Essential Job Functions:
  • Provides exemplary customer service as the first point of contact for constituents who call or visit the Parent Support Center by greeting visitors, answering phone calls, taking messages, sorts mail, and scheduling conference room meetings.
  • Serves as the Parent Support Center receptionist providing high-level customer service to internal and external customers (including but not limited to district employees, families, and community members) in person, over the phone or via electronic communications when necessary.
  • Assists constituents completing registration and General Choice processes.
  • Performs efficient and accurate data entry, by documenting each customer transaction in a data tracking system and maintains daily reports to ensure customer interactions match the number of service tickets created and analyze data to understand trends/emerging concerns.
  • Listens attentively to understand each customer’s request, escalates complicated or sensitive concerns to the appropriate staff (colleague, specialist, manager, director, Parent Liaison or Central Office leader)
  • Serves as an example of SCS’ customer service expectations by providing a welcoming environment, orderly environment, responsiveness to constituent concerns, knowledgeable about SCS policies and reporting structure and sensitive to needs of students and their families
  • Provides translation assistance for customers by using bilingual skills, translations devices, or collaborating with ESL staff.
  • Availability to attend weekly team meetings and exhibit flexibility during 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.
Minimum Qualifications:
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).

Degree Equivalency Formula:

Bachelor’s Degree= 4 years plus required years of experience.

Master’s Degree= 2 years plus required years of experience. Where Master’s degrees are required, years for Bachelor’s Degrees must be included.
Knowledge, Skills, and Abilities:
  • Ability to prioritize and plan work activities; use time efficiently, complete tasks correctly and on time
  • Knowledge of SCS organizational structure, operational procedures, and policies
  • Attention to detail, accuracy, thoroughness and organizational skills
  • Ability to establish effective working relationships
  • Good analytic and problem-solving skills, good judgment and knows when to escalate issues
  • Ability to gather facts and perform analysis and prepare written and oral reports
  • Skill in exercising good judgment in manner, tone and way of speaking with visitors, staff and external contacts
  • Skill in writing clearly and informatively; edits work for spelling and grammar
  • Excellent command of the English language and knowledge of bilingual services is desired
  • Ability to operate a computer and use appropriate software applications and peripheral office equipment
Physical Requirements and Working Environment:
Physical Demands: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment; must be able to use hands and fingers for sign language.

Unavoidable Hazards: The position is exposed to no unusual environmental hazards.

Sensory (ADA) Requirements: The position requires normal visual acuity and field of vision, hearing and speaking abilities.

SCS is an Equal Opportunity Employer. SCS provides reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.
Additional Job Details: Bilingual Preferred

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