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Customer Service Representative - Parent Hotline OYO (35 hrs/wk, Ends June 2021)

Employer
Washoe County School District
Location
Reno, NV, US
Salary
Competitive
CUSTOMER SERVICE REPRESENTATIVE

INFORMATION TECHNOLOGY

HELP DESK/PARENT HOTLINE

SUMMARY DESCRIPTION

Under direct supervision, provides essential support for information technologies within the Washoe County School District by serving as the initial contact for student and family requests for service and support, ensuring customer satisfaction in every step of problem resolution, tracking detailed information about each customer's service need in an online database, and keeping the help desk running smoothly and efficiently are the priorities at all times. Incumbent performs related work as required.

ESSENTIAL DUTIES & RESPONSIBILITIES
  • Field incoming help desk requests from end users via a variety of communication methods, including telephone, e-mail, and videoconferencing call in a courteous and professional manner at all times.
  • Document all pertinent end-user identification information including name, contact information, school affiliation, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Record, track, and document help desk problem-solving processes including actions taken through final resolution.
  • Prepare weekly help desk activity reports.
  • Redirect problems to an appropriate resource.
  • Identify and escalate situations requiring urgent attention.
  • Learn and identify appropriate software and hardware used by families and supported by the District.
  • Perform post-resolution follow-ups to determine customer satisfaction.
  • Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Education/Experience : Any combination of education/experience that could likely provide the required knowledge in qualifying. A typical way to obtain the knowledge and skills would be:

Education : High School Diploma of equivalent.

and

Experience : One (1) to two (2) years of experience working in a customer service-related position, in the area of information technology support is desirable.

Licenses/Certificates : None.

OTHER JOB REQUIREMENTS

None.

PREFERRED QUALIFICATIONS

None.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of/ Skill in/Ability to:
  • Customer service skills that focus on rapport building, active listening, and questioning skill.
  • Familiarity with computers and distance learning software applications (Teams, Microsoft Office Suite)
  • Follow standard help desk procedures.
  • Administer help desk software.
  • Proper grammar, spelling, vocabulary and simple mathematical computations.
  • Modern office practices, procedures and equipment.
  • Customer service practices that support continuous process improvement.
  • Written and oral communication skills that support quality customer service.
  • Service call software-tracking applications and work order systems.
  • Information technology hardware and software terminology.
  • Supports the organization's goals and objectives.
  • Using good judgment in applying established guidelines to solve work problems.
  • Working independently in completing assigned tasks and in maintaining the standard correspondence, and files.
  • Working courteously with the public and obtaining from them the information necessary to assist them.
  • Communicating effectively with all people contacted at work.
  • Understanding and carrying out written and oral instructions.
  • Efficiently operating standard office equipment.
  • Providing exceptional customer service.
  • Ensuring a keen attention to detail.
  • Working in a team-oriented, collaborative environment.
  • Maintaining effective working relationships with departmental staff and representatives of other departments.
  • Being self-motivated and self-directed.
  • Adapting to changes in work requirements. Accepting responsibility and accountability for work products and work processes.

WORK ENVIRONMENT/CONDITIONS

The work environment and exposures described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meetings and training rooms, libraries, residences, or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals. The work area is adequately lighted, heated, and ventilated .

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as paper, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

THIS JOB SPECIFICATION SHOULD NOT BE CONSTRUED TO IMPLY THAT THESE REQUIREMENTS ARE THE EXCLUSIVE STANDARDS OF THE POSITION. INCUMBENTS MAY BE REQUIRED TO FOLLOW ANY OTHER INSTRUCTIONS, AND TO PERFORM ANY OTHER RELATED DUTIES AS MAY BE REQUIRED BY THEIR SUPERVISOR.

The Washoe County School District is committed to providing a safe and respectful learning and working environment for all students, staff, and visitors. The District prohibits bullying, cyber-bullying, harassment, sexual harassment, and/or discrimination based on an individual's actual or perceived race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity or expression, genetic information, veterans or military status, marital status, disability or the presence of any sensory, physical or mental handicap in any of its educational programs/activities and employment, or in any program or activity conducted or funded by the U.S. Department of Agriculture. The District prohibits discrimination against any youth group listed in Title 36, as a patriotic society, (i.e. Boy Scouts of America) from access to public school facilities use.

Internal Job Number : 2020-21-E205551

Salary :
Sch A: $13.46 (entry step)
Sch B: $15.59 (entry step)

New employees hired by Washoe County School District are normally placed on the entry step of the grade of the position. Salaries are subject to adjustment and may increase and decrease each fiscal year.


Range/Grade : G16

Additional Job Information :
This position is a 35 hour a week, One Year Only position ending June 2021.

Under the direction of the Information Technology Department, the IT Customer Service Representative will provide professional technology support for Washoe County School District students and families enrolled in our hybrid and distance learning environments. To be located in the IT Department, this position will work to provide customer service by responding to telephone, e-mail, and videoconferencing inquiries. Spanish language skills are desired, and schedule flexibility may be required, in order to meet the availability and needs of our families, as well as contributing to Parent University and other WCSD IT support opportunities.

Eligible employees who are regularly scheduled to work less than 20 hours per week receive Social Security benefits, and the Salary Increases, Longevity Bonuses, and Credit Union benefits; eligible employees who are regularly scheduled to work 20 to... more

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