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Technology Client Care Specialist

Date Posted: Aug 5, 2022

Job Description

Job Title

Position Title: Technology Client Care Specialist                          

Location: Support Services Building A, 1425 East Warren, Detroit, MI  48201

Salary Range: $37,000.00 - $49,000.00

Reports to: Program Supervisor, Customer Care & IT Support

Bargaining Unit: N/A

Benefits Eligible: Yes

Position Summary: 

As a significant member of the Technology Division’s Client Services Team, the Technology Client Care Specialist will utilize the service management tool to facilitate, route, and fulfill customer requests for service and information. The Technology Client Care Specialist is responsible for managing service requests through workflow management for appropriate routing and assignment to subject matter experts across district departments, researching and responding to customer requests and complaints, and tracking and documenting service solutions via phone, email, and in-person. The Technology Client Care Specialist 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 technically-savvy, detail-oriented, client-focused, process driven, self-motivated, empathetic, and excited about opportunities for professional learning and growth.  

Minimum Qualifications:

  • Associate degree preferred. High school diploma or GED required. Customer Service Certification is a plus. 
  • Minimum of three (3) years of experience in a call center environment 
  • Must possess knowledge of customer service principles and best practices 
  • 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 resolutions for customers.  
  • Ability to communication technical information to teachers, students, staff and community stakeholders in a clear and concise manner 
  • Proficient with desktop/laptop computers and IT Service Management software 
  • Strong troubleshooting and critical thinking skills 
  • Ability to effectively handle multiple tasks in a challenging environment  
  • Must be proficient-to-advanced user of Microsoft Office 365/Suite products such as Outlook, Excel, Word, PowerPoint and SharePoint 
  • Possess a basic knowledge of Peoplesoft (Finance/Payroll), PowerSchool, Blackboard or similar applications. 
  • 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

Essential Functions 

  1. Act as the first line of customer support for district stakeholders, including parents, students, employees, external partners, community and board members via phone, email and in-person contact.  
  2. Create a positive experience for customers in a fast-paced environment with multiple hotlines and high inbound/outbound call volumes.   
  3. Use friendly greetings, clear communication, empathy, problem solving, professionalism and a sense of humor to ensure every customer leaves a customer support transaction with a positive impression of the District.  
  4. Enhance the customer experience by resolving issues at the first point of engagement, avoiding handoffs, escalations and the need for callbacks.  Be assertive in making sure proper closure occurs and look to resolve any conflicts. 
  5. Act as a generalist for business applications across multiple workstreams.  Business applications include Peoplesoft (Finance/Payroll), PowerSchool, Blackboard and other operational software, as well as Windows based applications and hardware. 
  6. Use the information technology service management (ITSM) tool to accurately record, track and assign service requests and incidents to appropriate district departments, communicate resolutions and recommendations to stakeholder, and report escalations and/or high impact issues as needed. 
  7. Fully identify and document the pertinent details (who, what, when, where, why and how) to service requests for accuracy and data reporting, as well as the action needed to resolve open issues. 
  8. Develop and update information resources such as the ITSM knowledge base, call scripts and frequently asked questions to provide adequate and accurate responses to customers. This includes staying informed of District events, structures, resources and initiatives, and knowledge sharing within the team and across departments (e.g., key messages for events, incidents and/or outages). 
  9. Strive to meet or exceed established customer service standards and metrics to increase customer satisfaction.  
  10. Provide in-person customer care at district events. May include after-hours or weekend commitments.  
  11. Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
  12. Seek out and embrace opportunities to ensure customer service skills are 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.
  13. 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. 
  14. Perform other duties as assigned by supervisor. 

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

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.

All DPSCD employees are required to disclose their vaccine status, however COVID-19 vaccines are strongly encouraged but not required.

Successful candidates are required to submit official transcript(s) at point of offer 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, gender 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.

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