Job Title: Technology Client Care Specialist, Student Records
Posting Date: June 18, 2020
Closing Date: Until Filled
Salary Details: $30,000-$40,000
Job Type: Administrative
Benefits Eligibility: Successful candidates will be eligible for competitive medical, dental, vision and life insurance coverage, as well as generous illness and/or vacation days.
Reports to: Program Supervisor, Student Records and Transcripts
Location: 2001 W. Warren, Detroit, MI 48207
As a significant member of the Technology Division’s Client Services Team, the Technology Client Care Specialist, Student Records will utilize the student information system, secure digital transcript application and service management tool to fulfill customer service requests for student records. The Technology Client Care Specialist, Student Records is responsible for tracking and managing service requests through workflow management for appropriate routing of escalated issues. The Technology Client Care Specialist, Student Records will digitize and assess the scanning quality of records ensuring document images are legible and cataloged for easy retrieval. The Technology Client Care Specialist, Student Records provides outstanding customer service and support through ITIL processes aimed at ensuring effective delivery of service to stakeholders and data accuracy to measure customer satisfaction and service efficiency. Successful candidates will be detail-oriented, client-focused, process driven, empathetic, self-motivated and excited about opportunities for professional learning and growth.
- Associate degree preferred. High school diploma or GED required. Customer Service Certification is a plus.
- Minimum of three (3) years of experience in a front-facing customer service environment
- Must be familiar with scanning devices and imaging software. Knowledge of Parchment and Laserfiche is a plus.
- Must possess knowledge of customer service principles and best practices
- Must possess knowledge of regulations regarding the privacy and retention of student education records.
- Proficient with desktop/laptop computers, PowerSchool and IT Service Management software
- Must be proficient-to advanced user of Microsoft Office 365/Suite products such as Word, Excel, PowerPoint, Outlook and SharePoint
- Strong communication skills – written, verbal and interpersonal
- Must be an active listener with the ability to identify and address the needs of the customer, as well as provide complete resolution for customers
- Ability to communicate technical information to students, parents, staff and community stakeholders in a clear and concise manner
- Strong troubleshooting and critical thinking skills.
- Ability to effectively handle multiple tasks in a challenging environment
- Must be detail oriented and highly organized with good follow up and problem-solving skills
- Ability to handle stressful situations with empathy and professionalism
- Must be polite, reliable, knowledgeable and flexible
- Must have a clean and smart appearance
- Ability to synthesize and retain information quickly
- Ability to perform physical tasks such as lifting and moving up to 30 pounds
Under the direction of the Program Supervisor, the Technology Client Care Specialist, Student Records shall:
- Act as the first line of customer support to obtain student record information for district parents, students, alumni, employers and community partners via phone, email, and in-person contact.
- Create a positive experience for customers in a fast-paced environment with high service request volumes for student records.
- Use friendly greetings, clear communication, empathy, problem solving, professionalism and a sense of humor to ensure every customer leaves a student records transaction with a positive impression of the District.
- Use the District’s student information system and information technology service management (ITSM) tool to accurately research, record, track and maintain every request for student records.
- Fully identify and document the pertinent details of the customer interaction (who, what, when, where, why and how) to service requests for accuracy and data reporting.
- Enhance the customer experience by resolving records requests at the first point of engagement, avoiding handoffs, escalations and the need for customer follow up. Be assertive in making sure proper closure occurs and look to resolve any conflicts.
- Develop and update information resources such as the ITSM knowledge base and frequently asked questions to provide adequate and accurate responses to customers about student records. This includes staying informed of District events, structures, resources and initiatives, and knowledge sharing within the team and across departments.
- Strive to meet or exceed established customer service standards and metrics to increase customer satisfaction.
- Perform intake procedures for records retrieved from schools to account for and catalog each student record, and prepare record for secured storage in the archives (records vault).
- Prepare documents for scan and indexing by purging and organizing cumulative records while adhering to State retention requirements.
- Scan student records with clear quality to document imaging software.
- Provide customer support at district events. May include after-hours or weekend commitments.
- Seek out and embrace opportunities to ensure customer service skills and student records knowledge is up-to-date, aligned to industry standards and the needs of the District; proactively share knowledge with colleagues to improve the performance of the team.
- Perform duties in alignment with established policies and procedures, as well as serve as an agent to inform others of new policies, procedures and change management.
- Perform other duties as assigned by supervisor.
If you are a current Detroit Public Schools employee, presently employed with the district, you do not have to submit a fee related to obtaining the Detroit Public Schools security clearance, unless your new role requires a different type of security clearance.
If you are hired to fill a vacant position, you will be required to submit a Detroit Public Schools security clearance. At point of offer to hire, you will be responsible for a non-refundable payment of $64.50 via Visa, Master Card, American Express, Discover Card, cashier's check, or money order, payable to the DPSCD Police Department. No personal checks or cash is accepted.
Method of Application:
Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.
Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.
Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.
DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, transgender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities. Contact the Civil Rights Coordinator for more information at (313) 240-4377 or detroitk12.org/compliance.